Service Level Management, SLA Identification and Implementation

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    Service Level Management, SLA Identification and Implementation - Presentation Transcript

    1. Developing and Implementing SLAs that Drive Performance
    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 FREE Performance Management Kit at www.performance-success.com
    3. Service Elements and Management Elements Service Elements cover the “WHATs” Management Elements cover the “HOWs” FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    7. Seven Key Steps to Establishing a Service Level Agreement FREE Performance Management Kit at www.performance-success.com
    8. 1. Gather Background Information • Review and clarify service / customer needs and priorities • Baseline current performance • Identify performance limitations • Communicate expectations to staff FREE Performance Management Kit at www.performance-success.com
    9. 2. Document Expectations • Identify affected customers • Agree on expectations • Discuss customer concerns • Hold open discussions FREE Performance Management Kit at www.performance-success.com
    10. 3. Plan SLA • Establish ground rules • Discuss division of responsibilities • Discuss scheduling issues and constraints • Discuss communication styles and preferences • Identify potential roadblocks FREE Performance Management Kit at www.performance-success.com
    11. 4. Develop SLA • Create SLA structure • Discuss and negotiate structure • Create SLA content • Solicit input / feedback on content • Finalize draft agreement FREE Performance Management Kit at www.performance-success.com
    12. 5. Generate Buy-in • Have all stakeholders review draft • Address stakeholder questions • Implement changes • Gain approval from all stakeholders • Finalize buy-in FREE Performance Management Kit at www.performance-success.com
    13. 6. Complete Pre-Implementation Tasks • Develop performance tracking mechanisms • Establish reporting processes • Reinforce roles / responsibilities for cross functional services • Provide necessary training FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    15. Factors That Affect The Timeline of Your SLA Implementation – 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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
    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 FREE Performance Management Kit at www.performance-success.com
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