Improving the SLA of a large Canadian Bank

This week I will work at improving the SLA of a large Canadian Bank. SLA’s in this Bank are dispersed in every business unit. Reworking the SLA’s require that we:

– First review the maintenance work categories
– Then look at the time tracking mechanisms
– Ensure a ticketing process
– Make an inventory of each software application
This will take a while!
Alain
Posted in Software Maintenance.

I am full professor of Software Engineering at the University of Québec in Montréal, in its Software Engineering faculty. I have more than 30 years of Helthcare, Finance/Banking and Telecommunications IT industry experience, especially in Cloud Computing, Big Data, software acquisition, contracts, software quality assurance and business process management. I am more comfortable with open source, practical applications and technology transfer to industry.
Currently I concentrate on research projects. In the past I was the recipient of the ISO award for higher education in standardization in 2011, as well as the chair of the Software Engineering gratuate program and of the Software Engineering departement. I also published Software Engineering Books: Software Maintenance Improvement and Software Quality Assurance.