Using Risk Assessment In QBRs And SLA Reviews
By Joshua Oakes, IT Glue
Now that you’ve got a sense of how to track risk, and how to structure your risk assessments in your documentation system, the next step is to start getting genuine value from them. In this blog post, we’ll talk about two ways to do that, in QBRs and in SLA reviews.
Whether the SLA review is part of a quarterly business review or not, risk assessments can be used to showcase a few different things for your clients. First, the risk assessment can be used to highlight opportunities for improvement. Now, clients aren’t inherently receptive to risk mitigation, especially when doing so increases work on their end (hands up if you’ve had extended “debates” with a client about the merits of 2FA).
In situations like this, you can show how making hardware or software changes would improve your tech’s ability to hit SLA targets while simultaneously reducing risk for the client. “Noisy” environments tend to create more risk, because it is harder to service clients with a wide variety of overlapping tech. If a little extra work on the client end reduces downtime and resolution time, the risk assessment can be part of the supporting evidence to make your case.
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