Have you outsourced your I.T? Are you using software as a service or cloud based storage? If the answer is yes then you have probably had to think about and prepare a Service Level Agreement (SLA).
I see the purpose of a Service Level Agreement as a way to define, measure, and provide a monitoring and governance mechanism for the services. The formalisation of a service level agreement provides an objective (as opposed to subjective) means of assessing whether actual performance meets expectations and requirements. In my opinion not enough attention is paid to the preparation and content of most service level agreements prior to engaging services. It’s usually something that gets put off until after the implementation or outsourcing has been completed.
I’ve seen many vendor/customer relationships start well and then over time deteriorate because the SLA was so poorly defined and managed.
Maybe 2013 can be the year of the defined, measured and managed SLA.
Inclusiveness
May 21, 2021
How could, and how should, we transition?
August 14, 2020
Protected: Weather the storm or change the climate
June 24, 2020
realising success® playbook
June 17, 2020
How to go quicker by taking time to stop…
April 1, 2020
Getting through the crisis.
March 30, 2020
Less than 50% of businesses are leveraging process insights.
February 17, 2020
Business Alignment Webinar
December 20, 2019
The Westpac alignment lessons we should take to the bank
December 4, 2019
It’s not progress, it’s just activity
October 4, 2019
Getting better visibility of emergent risk
September 14, 2019
Bright Shiny Object Syndrome
July 26, 2019