Developing and Implementing SLAs that Drive Performance :Developing and Implementing SLAs that Drive Performance


Slide 2:What is a Service Level Agreement? An SLA is a negotiated agreement between two or more parties designed to create a common understanding about service A communications tool A conflict resolution tool A living document A method for gauging service effectiveness


Slide 3:Service Elements and Management Elements Service Elements cover the “WHATs” Management Elements cover the “HOWs”


Slide 4:Service Elements Service Elements communicate: what services will be provided what are the conditions of service availability what are the service standards what are the responsibilities of both parties


Slide 5:Management Elements Management Elements communicate: how service effectiveness will be tracked how information about service effectiveness will be reported and addressed how service-related disagreements will be resolved how the parties will review and revise the agreement


Slide 6:An SLA may not be for you if… your organization lacks management elements customers are not an active part of consensus building there is not enough time or internal knowledge to implement plan. SLA is not the right solution for organizational needs organizational business units are not working together prior to SLA


Slide 7:Seven Key Steps to Establishing a Service Level Agreement


Slide 8:1. Gather Background Information Review and clarify service / customer needs and priorities Baseline current performance Identify performance limitations Communicate expectations to staff


Slide 9:2. Document Expectations Identify affected customers Agree on expectations Discuss customer concerns Hold open discussions


Slide 10:3. Plan SLA Establish ground rules Discuss division of responsibilities Discuss scheduling issues and constraints Discuss communication styles and preferences Identify potential roadblocks


Slide 11:4. Develop SLA Create SLA structure Discuss and negotiate structure Create SLA content Solicit input / feedback on content Finalize draft agreement


Slide 12:Have all stakeholders review draft Address stakeholder questions Implement changes Gain approval from all stakeholders Finalize buy-in 5. Generate Buy-in


Slide 13:Develop performance tracking mechanisms Establish reporting processes Reinforce roles / responsibilities for cross functional services Provide necessary training 6. Complete Pre-Implementation Tasks


Slide 14:7. Implement and Manage the SLA Establish Points of Contacts to… handle problems related to the SLA maintain ongoing contact with the other party conduct service reviews coordinate and implement modifications to SLA identify ways to further enhance working relationships with other party


Slide 15:The service environment The proximity of the parties The span of impact of the SLA The relationship between the parties The availability of a model Prior SLA experience Factors That Affect The Timeline of Your SLA Implementation


Slide 16:Roles and Responsibilities of an SLA Manager Maintaining ongoing contact Serving as the primary point of contact in the escalation process Coordinating and implementing modifications Assessing mechanisms selected for service tracking and reporting Planning and coordinating service reviews Facilitating or participating in conflict resolution Identifying ways to strengthen working relationships Delegating responsibilities Developing a training plan


Slide 17:Your SLA should address the following… a brief service description validity period and/or SLA change control mechanism authorization details a brief description of communications, including reporting contact details of people authorized to act in emergencies, to participate in incidents and problem correction, recovery or workaround business or service hours (e.g. 09:00 h to 17:00 h), date exceptions (e.g. weekends, public holidays), critical business


Slide 18:Your SLA should address the following… scheduled and agreed service interruptions, including notice to be given and number per period customer responsibilities (e.g. security) service provider liability and obligations (e.g. security) impact and priority guidelines escalation and notification process complaints procedure service targets


Slide 19:Your SLA should address the following… workload limits (upper and lower), e.g. the ability of the service to support the agreed number of users/volume of work, system throughput high level financial management details, e.g. charge codes etc action to be taken in the event of a service interruption housekeeping procedures glossary of terms supporting and related services any exceptions to the terms given in the SLA