SLA

http://www.nkarten.com/sla.html

SLA

• SLA can be useful for better management of customers' expectations

"SLA is a negotiated agreement 
designed to create a common understanding 
about services, priorities and responsibilities"

• It is NOT
  • complaint-stifling mechanism
  • quick fix to a relationship with customer

What is SLA

• communications tool
• conflict-prevention tool
• living document
• objective basis for gauging service effectiveness

SLA Elements

To be effective, a service level agreement must incorporate two sets of elements:

• service elements
• management elements

Service Elements

Clarify services by communicating:

• services provided
• services not provided (if could be reasonably assumed)
• conditions of service availability
• service standards (e.g. timeframes within which services will be provided)
• responsibilities of both parties
• cost vs. service tradeoffs
• escalation procedures

Management elements

• tracking service effectiveness
• reporting and addressing information about service effectiveness
• resolving service-related
• revising the agreement by the parties

Ineffective SLA

• process of planning, establishing, and implementing an agreement involves many people
• process of information-gathering, analysing, documenting, presenting, educating, negotiating, and consensus-building
• must involve customers

"If customers are not part of the process, it's not an agreement!"

• it is not one day effort (most common misconception)

Alternative to SLA

• Service improvement
• e.g. documented and communicated service standards

How Not to Establish an SLA

Wrong Time

during customer complaints

Wrong Person

using SLA to assign responsibilities within organization

Wrong Way

Involving one party only

Steps in Establishing an SLA

1. Gather background information
2. Ensure agreement about the agreement
3. Establish ground rules for working together
4. Develop the agreement
5. Generate buy-in
6. Complete pre-implementation tasks
7. Implement and manage the agreement

How Long Does It Take

Typically 3-6 months

Factors that can influence the duration:

1. The service environment (how many and how complex the services are)
2. The proximity of the parties
3. The span of impact of the SLA
4. The relationship between the parties
5. The availability of a model
6. Prior SLA experience

Common pitfall

• avoid "Jut-in-Case" syndrome
• prioritize what is important what is not

SLA Manager

Scope of an SLA Manager include:

• sales person
• educator
• negotiator
• communicator
• facilitator
• conflict manager
• detective
• psychologist

Responsibilities of SLA Manager

SLA Managers role does not stop after

• Serving as the point of contact
• Periodically assessing the effectiveness
• Delegating responsibilities
• Planning training