This document provides guidance on developing service level agreements (SLAs) by identifying key customer quality attributes for each service, defining SLAs for both services and processes, and creating documentation for the SLAs. A process is outlined that involves identifying customer expectations, establishing performance metrics and targets, measuring current performance, publishing and negotiating the SLAs, and implementing improvement programs to ensure the targets are met.

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
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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