GoingToMeet

A service level agreement is a powerful tool for driving business effectiveness. It does more than simply measure and monitor performance. A carefully constructed SLA will also ensure that the incentives for the service provider are aligned with the goals of the client. An agreement that works to continuously enhance the customer-provider relationship will ultimately deliver better business outcomes.

SLA is the document which is referred on the regular basis to ensure the expected quality delivered. That is why it demands for the constant up gradation in all the aspects essential for a constructive SLA, for example the legal know-how. However, while SLAs are universally recognized, they aren’t always easy to figure out. In fact, many organizations make common mistakes when constructing and managing SLAs. Simply having a SLA won’t guarantee perfect service but it will define minimum performance levels and outline your provider’s responsibilities.

Topics to be discussed are:

• Setting the business context for SLA
• Understanding the legal structure of a SLA
• Preparing the business for SLA
• Building the content of the SLA
• Selecting your service provider efficiently and managing
the tendering process
• Negotiating the SLA
• Successfully implementing and managing the SLA in a
commercial context
• Measuring and monitoring performance and incrementally
modifying the agreement
• Penalties and security controlling risk and providing
incentives for performance excellence