Overview
How do you establish and maintain Service Level Agreements (SLA's)? First,
you must have a commitment to a customer service culture, then you must have
a commitment to an ongoing SLA process. Char LaBounty, a former director
of the Help Desk Institute, presents her step-by-step process, based on 20
years of experience, for determining service elements, negotiating service
quality goals, and measuring your service against your SLA's.
Table of Contents
-
An introduction to service level agreements
-
Purpose of SLAs
-
Benefits of implementing SLAs
-
SLAs are not static documents
-
Prerequisites for implementing SLAs
-
Your company must have a service culture
-
Your company's customer/business initiatives must drive all IS activities
-
You must commit to the SLA process and contract
-
How to identify elements in the SLA process
-
Determine the parties involved in the process
-
Determine service elements
-
Hours of operation
-
Off-hours support
-
Priority classifications
-
Escalation procedures
-
Products to be supported
-
Level of support
-
Status reporting
-
Caller responsibility
-
Problem management and asset tracking procedures
-
Developing your SLAs
-
Understand your customers' business needs and goals
-
Define the SLAs required for each group
-
Choose the format of your SLAs
-
Establish the SLA work group
-
Hold work group meetings and draft an SLA
-
Draft a Service Level Agreement
-
How to negotiate your SLAs
-
Work groups review the SLA draft
-
Schedule formal management review and approval meetings
-
How to measure and report against your SLAs
-
Establish key performance measurements
-
How to report your SLAs
-
How to conduct ongoing maintenance on your SLAs
-
Live the 3 P's: proactive, predictive, and preventive
|