Service level agreements are an important part of business engagements between a client and a service provider. They establish the levels of services that the client expects and the service provider delivers. A service level agreement is especially important for businesses which use applications for business-critical activities. A single malfunction affecting the application performance can have a direct impact on the bottom line of the business. A SLA basically sets the expectation for quality of service which is deliverable and creates a roadmap on how to achieve it. In the later part of the service contract, a SLA can help in IT Service Management as well.
That said, establishing a service level agreement is a complicated process, which needs to be handled properly. Some steps for developing an effective SLA are as follows:
Get the Basic Info Right
The first step to developing an effective service level agreement is gathering the basic info. This needs to be done by both the client and the service provider. Both parties need to ensure that the client’s expectations and the service provider’s deliverables match. If this basic information is not collected properly, the service level agreement is meaningless.
Define the Process for Working Together
This is the most important step of developing a service level agreement. There are bound to be differences in the communication style, expectations and working methods between the client and the service provider, which need to be solved at this stage. Only when there is a defined process of overcoming differences, can an effective service level agreement be chalked out. On the basis of the agreed terms, the client can then go ahead with Business Service Management for his/her business.
Consensus
In many cases, the clients and service providers may have a varied viewpoint on what the service level agreement can achieve. Don’t let the negotiations break down due to your strong viewpoint; keep the possibilities of discussion open so you can develop an effective SLA and meet IT Service Management goals. At this stage, iron out all differences of opinion and develop the SLA further.
Develop the SLA
Next comes developing the structure and content of the service level agreement. This will take up some time, as it consists of discussions and negotiations regarding the terms and conditions to be included in the SLA. After the first draft is created, the people who are responsible from the client and service provider’s side need to review and offer suggestions for it. After all the required revisions are made, the service level agreement can be finalized.
Apply the SLA
Once the service level agreement has been applied, its management is also an important aspect. The client and the service provider should elect a member each, who can be the point of contact in case of any problems related to the SLA. In addition to this, reviews of the SLA and modifications and enhancement in services provided should also be taken care of.
That said, establishing a service level agreement is a complicated process, which needs to be handled properly. Some steps for developing an effective SLA are as follows:
Get the Basic Info Right
The first step to developing an effective service level agreement is gathering the basic info. This needs to be done by both the client and the service provider. Both parties need to ensure that the client’s expectations and the service provider’s deliverables match. If this basic information is not collected properly, the service level agreement is meaningless.
Define the Process for Working Together
This is the most important step of developing a service level agreement. There are bound to be differences in the communication style, expectations and working methods between the client and the service provider, which need to be solved at this stage. Only when there is a defined process of overcoming differences, can an effective service level agreement be chalked out. On the basis of the agreed terms, the client can then go ahead with Business Service Management for his/her business.
Consensus
In many cases, the clients and service providers may have a varied viewpoint on what the service level agreement can achieve. Don’t let the negotiations break down due to your strong viewpoint; keep the possibilities of discussion open so you can develop an effective SLA and meet IT Service Management goals. At this stage, iron out all differences of opinion and develop the SLA further.
Develop the SLA
Next comes developing the structure and content of the service level agreement. This will take up some time, as it consists of discussions and negotiations regarding the terms and conditions to be included in the SLA. After the first draft is created, the people who are responsible from the client and service provider’s side need to review and offer suggestions for it. After all the required revisions are made, the service level agreement can be finalized.
Apply the SLA
Once the service level agreement has been applied, its management is also an important aspect. The client and the service provider should elect a member each, who can be the point of contact in case of any problems related to the SLA. In addition to this, reviews of the SLA and modifications and enhancement in services provided should also be taken care of.
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