Development of SLA . How to start with this.

1. CoolTalent Competence
Center
METHODOLOGY
Development SLA’s

2. CoolTalent
METHODOLOGY
Develop SLA’s
 Identify key quality attributes for each service
(key customer input).
 Define SLA’s (service specific / Process specific).
 Develop good SLA documentation.
Development SLA’s
2
17 February 2016
Identify customer
expectations/ quality
factors
Identify performance
metrics
Establish service
standards
(performance targets)
Measure current
performance levels
(Baseline)
Identify list of services
Publish SLA- Service
Level Agreements
(“agreed” performance
targets)
Negotiate/ agree on
new performance
targets
Develop long term
performance
improvement program
Re-establish
perf. targets?
Yes
No
Yes
No
Are standards met
or can they be met in
the short term?
e.g., by implementing short
term performance
improvement actions
Service Level Agreements:
Written measureable targets for service
performance agreed between
provider and customers

3. CoolTalent
SLA’s will be managed through a predefined
Service Level Management Process including
regular reviews and assessments
Development SLA’s
3
17 February 2016