Work out what Gen AI and agentic AI do to your SLAs and KPIs

For service-management, contracting and delivery leads rewriting commitments for infrastructure, application, consulting and BPO services.

Engagement type: Solo Pod
Experts: 1 lead · 1 consulted
Hours: ~25
Duration: 2 weeks

What the client needed

A firm needed to understand how existing SLAs and KPIs are affected when Gen AI and agentic AI are deployed across infrastructure management, application management, consulting and BPO services: which measures become meaningless, which need redefining, what new indicators are emerging, and how contracts and governance are adapting.

The experts engaged

Previously at Compass Group, EXL, IBM, AXA, Aviva, Genpact · 22 years

Roles heldgeneral manager, IT infrastructure and managed services · service delivery and transformation leader

Rewrote service-level frameworks for AI-assisted infrastructure and BPO operations
Governance of managed services across insurance and shared-services clients

Atlas Verified · Tier B

Previously at HCL, Sopra Steria · 25 years

Roles heldAGM, ITSM and digital services · global service delivery manager, ITSM and SIAM

Service-management measures under automation and AI across multi-provider estates
SIAM governance design for European clients

Atlas Verified · Tier C

A exceptional · B strong · C competent — the tier is derived from the whole assessment, not a single score. The transcript and report are open to you before you engage. How verification works →

The brief

The questions on the table

As the client wrote them, lightly shortened. Client and respondents are not named.

Q1
Which SLAs and KPIs are affected first when Gen AI or agentic AI enters infrastructure, application, consulting or BPO delivery?
Q2
Which measures need redefinition, and which are being retired?
Q3
What new indicators — accuracy, human-override rate, cycle time, containment — are being written into agreements?
Q4
How are governance and penalties adapting to agent-driven work?

The hours

What the work involved

01
Impact map
SLAs and KPIs by service area, marked as unchanged, redefined or retired, from the lead’s contracts work on AI-enabled managed services.
02
New measures
The indicators being introduced for agentic work and how they are measured, with examples the expert had negotiated.
03
Contract and governance
How penalties, baselines and continuous-improvement clauses are adapting; what clients are asking for and what providers accept.
04
Cross-check
An ITSM and SIAM leader reviewed the service-management measures.
05
Working session
With the client’s contracting and service-management leads.

Deliverables

What the client received

Impact mapBy service area.
New-measure catalogueWith measurement notes.
Contract and governance noteWhat is changing.
One working sessionWith notes.

The terms

What an engagement like this costs

You buy hours in blocks and can change the expert at the end of any block, at no extra cost. Longer projects run in stages: pause after a block, pick up the next stage when you are ready.

Pricing in full →

Rate band: $65–$250 /hr; Senior specialists can be up to $500
Hour blocks: 1 · 2 · 5 · 10 · 20 · 50 · custom
This engagement: Solo Pod · ~25 hours · 2 weeks

Rewriting commitments for AI-enabled services?

Describe what you need

For example: “Our renewal adds agentic automation to L1/L2 support and the client wants the SLAs redefined — we need a model.”

We aim to come back with matched experts within 24 to 72 hours.