Developing, Managing and Implementing Service Level Agreements

Why do we need Service Level Agreements (SLA)?

• objectives and features of SLA
• negotiating the SLA
• what SLA should cover?
  • services and parameters of service defined
  • service performance level
  • measurements, benchmarks and targets utilised
  • monitoring and tracking
  • reporting analysed results
  • regular reviews by both provider and recipient
  • problem management
  • resolution of disputes and default
  • fees and expenses
  • customer duties and responsibilities
  • duty of care and hours of work
  • variations of requirements, amendments to SLA

Obligations of SLA

• realistic expectations
• allocation of proper resources to deliver required work
• define key services offerings
  • performance goals and measurements
  • constraints
  • maintenance schedules
  • addendums e.g. contact list or critical record outputs
   

The SLA document

• description of services
  
• service monitoring
• charging for services
   

Communication Strategies in Service Level Management (SLM)

• communication tools and techniques
  • meetings
  • training sessions
  • publications
  • personal contact
  • presentations
  • intranet
• avoiding conflicts and problems

Managing the Parties

• managing customers / recipient / client
• managing vendor / supplier / provider
• managing staff / personnel
• case-study
  

Services, Service Levels & Key Performance Indicators

• Defining the specific services
• Principles in Drafting service requirements
• What to measure? How to measure?
• Usage of historical data
• Measurements in the absence of data
• Service Credits, Charges, penalties
• Escalator clauses
• Bonuses

Specific measurement issues in typical outsourcing activities

• Catering, vending and hospitality services
• Distribution
• IT infrastructure
• Telecommunications
• Call centres

Clauses in Service Levels Agreements

• Analysis of sample contract clauses