Drafting a Service Level Agreement (SLA)? Make sure it is an effective one. An SLA will set the standards for the service quality and the route taken to achieve it. Service Level Agreements can be complicated to establish and if not well-defined, prone to non-compliance as well.
Outlining or Defining expectations
As a first step, defining the basic expectations from the project is important. After the project expectations are listed out clearly, the vendor can also decide whether or not they can be met. Both, the client and the vendor need to spell out the expectations in the beginning of the Service Level Agreement and the ability to meet them.
Defining the process
The client can also define the process they would like to be followed. This must be spelled out in the beginning of the Service Level Agreement; if pursued later, it can be dismissed as a communication lapse. Defining the process is important if the client wants the project to be executed a certain way. It can also help clear out confusions regarding client expectations and pave the way for clearer outlining of goals.
The meeting point
The Service Level Agreement should also serve as a meeting point, ideally. SLAs are primarily the bridge between the technical team creating the solutions and the business team representing customer needs. Only when both reach a meeting point, can the solution be termed as an effective one. The SLA needs to be drafted keeping in mind goals that are achievable in terms of IT services management. At this point, the agreement also needs to be reviewed and any omissions or changes addressed.
Outlining or Defining expectations
As a first step, defining the basic expectations from the project is important. After the project expectations are listed out clearly, the vendor can also decide whether or not they can be met. Both, the client and the vendor need to spell out the expectations in the beginning of the Service Level Agreement and the ability to meet them.
Defining the process
The client can also define the process they would like to be followed. This must be spelled out in the beginning of the Service Level Agreement; if pursued later, it can be dismissed as a communication lapse. Defining the process is important if the client wants the project to be executed a certain way. It can also help clear out confusions regarding client expectations and pave the way for clearer outlining of goals.
The meeting point
The Service Level Agreement should also serve as a meeting point, ideally. SLAs are primarily the bridge between the technical team creating the solutions and the business team representing customer needs. Only when both reach a meeting point, can the solution be termed as an effective one. The SLA needs to be drafted keeping in mind goals that are achievable in terms of IT services management. At this point, the agreement also needs to be reviewed and any omissions or changes addressed.
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