An SLA - which can be a legally binding formal or informal contract between two parties, must comply with operating norms, which describe how the process is governed, managed, and controlled. In this webinar we will provide you with critical information on SLA process.
SLAs are needed to measure the success of any service provider. SLAs establish a mutually agreed upon level of service and performance metrics. The Shared Service and Outsourcing Network (SSON) recommends that the following items are included in the SLA process.
When should I use an SLA Process?
How do I Establish Valuable and Meaningful SLA Metrics?
What are some SLA Examples?
What are Ten Tips for Implementing and Managing My SLA Process?
Why Should You Attend:
A service-level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the actual service provider. This can be a legally binding formal or informal contract. An SLA should contain operating norms, which describe how the process is governed, managing, and controlled. An SLA should also include a set of operating metrics that are reported on a monthly or basis.SLAs are needed to measure the success of any service provider. SLAs establish a mutually agreed upon level of service and performance metrics. The Shared Service and Outsourcing Network (SSON) recommends that the following items are included in the SLA process.
- The processes to be included and the products and services of those processes
- A list of the processes which are out of scope at this point - to manage customer expectations
- Conditions of service availability - hours of opening, days of operation
- Service standards - times for delivery of services should be recorded in number of working days (rather than say 24 or 48 hours) to manage expectations and be clear about closures of operations for bank-holidays or weekends
- A R-A-C-I matrix - to show who is Responsible, Accountable, needs to be Consulted and Informed, regarding process steps. This ensures role clarity in completion of tasks
- Cost versus service trade-offs, to manage expectations about “work arounds” or “just as a favor” requests
- Clear escalation procedures and timelines so that when something goes wrong it can be resolved by the right person, in the right role, at the right time
Areas Covered in the Webinar:
What is an SLA Process?When should I use an SLA Process?
How do I Establish Valuable and Meaningful SLA Metrics?
What are some SLA Examples?
What are Ten Tips for Implementing and Managing My SLA Process?
- The Bigger Picture: Considering a Supplier Management Process(SMP)
- Taking Action: Establishing the Service Level Reporting (SLR) Process
- Questions and Discussion
Who Will Benefit:
- Financial Officers
- Controllers
- Procurement Professionals
- Shared Service Center Executives
- Risk Officers
- Internal Auditors
Course Provider
Chris Doxey,
