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How to work out the Service Level Agreement Document

Tight time constraints are a hallmark of the IT industry. In particular, the rush and strain of getting a support team in place and ready to take over an application; but as this post from the Worklife Blog points out, there are measures you can take to get the transfer done correctly. Listing a series of potentially helpful documents (tech specs, business process, common issue troubleshooting guide, and training among them), the blog post goes on to list some of the most common mistakes encountered. These include (as you would expect) missing documentation, ambiguous goals or targets, and a lack of defined goals.    

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