SLA Support for the VA

The Veterans Healthcare Administration (VHA) of the Department of Veterans’ Affairs had completed a major reorganization that centralized IT resources in the Departmental Office of Information and Technology. To move forward, VHA needed to establish performance standards for IT services and institute enterprise-wide monitoring and management of service delivery.

Elemental Solutions worked closely with the VHA Service Coordination (SC) group to develop strategies to guide the creation of service level agreements (SLAs) between OI&T and the VHA. Relying on a broad base of program management, engineering and operations experience, Elemental Solutions successfully established a framework for the definition of SLAs and the identification of specific IT services to be enforced by the SLA.

With our strategic guidance and support, VHA SC has built an enterprise SLA that addresses common, enterprise-wide IT services (such as service desk, email and network services). In addition, we developed the first of several program-specific SLAs that apply IT services to the needs of specific VHA programs.

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