ExpertPMP · Question 08 · Task 8: Negotiate project agreements
A project manager is negotiating a service level agreement (SLA) with an internal IT operations team for ongoing support of a new application. The operations team is proposing 99.5% uptime with 4-hour response times, while the business stakeholders are demanding 99.9% uptime with 1-hour response times. The operations team cites resource constraints and competing priorities. What should the project manager do FIRST?
A project manager is negotiating a service level agreement (SLA) with an internal IT operations team for ongoing support of a new application. The operations team is proposing 99.5% uptime with 4-hour response times, while the business stakeholders are demanding 99.9% uptime with 1-hour response times. The operations team cites resource constraints and competing priorities. What should the project manager do FIRST?
Answer options:
Accept the operations team's proposal since they understand their capabilities best
Escalate to senior management to mandate the business requirements
Facilitate a collaborative session to understand the business impact of different service levels and explore creative solutions
Propose a compromise of 99.7% uptime with 2.5-hour response times
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