The contents of an SLA will evolve from the service-level requirements (SLRs) that are created during the initial design of a service. These contents should be unambiguous and written in an easily understood style. It is crucial all of the people involved in setting, agreeing, achieving, managing and using service levels completely understand how the service level is defined, and how its achievement is calculated. Here are the best practices for implementing and operating SLAs.

1. SLA Best Practices
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2. 6 steps to create an
SLA
Document objectives
and capabilities
Create a draft
SLA
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Use and review the
SLA
Negotiate SLA
Sign and
communicate the SLA
Gain mutual
understanding

3. ● Service levels should always be defined from the “outside
in”
● Define service levels according to users’ understanding
● Always think from the viewpoint of the customer, outside
of IT
● This way, the service levels will match what the users
require. IT will have a much better understanding of what
the users need, so they could better plan to satisfy their
requirements
Outside in thinking
5 Best Practices
For implementing and operating SLAs
Drive desired behaviors
Set realistic service levels
Use precise definitions
Excusing causes
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4. ● Service levels drive behaviors
● Understand optimal behavior, then design an appropriate
service level that will influence people to achieve the
desired behavior
● In addition, also consider any harmful behavior that might
occur
● Once the service levels are in use, exact behaviors must be
noticed and scrutinized
Outside in thinking
5 Best Practices
For implementing and operating SLAs
Drive desired behaviors
Set realistic service levels
Use precise definitions
Excusing causes
© 2021 Freshworks Inc. – All Rights reserved.

5. ● Setting an unachievable service level can have unintended
consequences
● It is human nature to ignore any target that knowingly
can’t be fulfilled, so any service level shouldn’t be set
unless there is a very high probability it can be achieved
● Unachievable service levels are ignored and those that are
easily achievable cause IT to become complacent
● Service levels should be regularly reviewed and if
necessary changed
Outside in thinking
5 Best Practices
For implementing and operating SLAs
Drive desired behaviors
Set realistic service levels
Use precise definitions
Excusing causes
© 2021 Freshworks Inc. – All Rights reserved.

6. Outside in thinking
5 Best Practices
For implementing and operating SLAs
Drive desired behaviors
Set realistic service levels
Use precise definitions
Excusing causes
● Precisely defining each service level is crucial, otherwise,
simple errors can occur
● It’s a good idea to draft the precise wording carefully of
every service level, and if necessary, then defining specific
terms
● Bad example: “95% of all incidents will be fixed within 5
minutes.” If an incident was fixed within 4 minutes, then
does it fulfill the service level? What about a fix of exactly 5
minutes? What does “fixed” mean? When does the clock
start: from when the user has the issue, from when he or
she reports it or from when the service desk has passed
the incident to IT?
● Good example: “95% of all incidents will be resolved to the
satisfaction of the user within 5 minutes or less from when
the service desk records the incident”
© 2021 Freshworks Inc. – All Rights reserved.

7. Outside in thinking
5 Best Practices
For implementing and operating SLAs
Drive desired behaviors
Set realistic service levels
Use precise definitions
Excusing causes
● There can be instances when service levels are not
achieved. This could be due to receiving incorrect or
insufficient information from the user or the service desk
● A mechanism known as “Excusing cause” can be very
useful in such cases. This will include any exceptions,
limitations, and exclusions, that will excuse them for not
meeting service level expectations
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8. Do you have any questions or
suggestions?
Write to us at fsmarketing-support@freshworks.com
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