Reduce Risk With Rock-Solid Service-Level Agreements

Hold service providers more accountable to their contractual obligations with meaningful SLA components and remedies.

Onsite Workshop

Poor SLAs typically lead to poor provider performance and no accountability:

  • Service provider is not meeting expectations
  • No monitoring or reporting
  • Poor or arduous credits and process

Properly defined SLAs will reduce risk and save time and money:

  • Provider SLAs that meet your requirements for internal SLAs
  • Concise, easy-to-monitor SLOs
  • Framework process to manage provider obligations

Module 1: Understand the Elements of SLAs

The Purpose

Understand key components and elements of an SLA.

Key Benefits Achieved

Properly evaluate an SLA for required elements.

Activities: Outputs:
1.1 SLA overview, objectives, SLA types, service levels
  • SLA Checklist 
  • Evaluation Process
1.2 SLA elements and objectives
  • SLA Checklist
  • Evaluation Process
1.3 SLA components: monitoring, reporting, and remedies
  • SLA Checklist
  • Evaluation Process
1.4 SLA checklist review
  • SLA Checklist
  • Evaluation Process

Module 2: Create SLA Criteria and Management Framework

The Purpose

Apply knowledge of SLA elements to create internal SLA requirements.

Key Benefits Achieved

  • Templated SLAs that meet requirements.
  • Framework to manage SLOs.

Activities: Outputs:
2.1 Creating SLA criteria and requirements
  • Internal SLA Management Framework
  • Evaluation of current SLAs
  • SLA tracking and trending
2.2 SLA templates and policy
  • Internal SLA Management Framework
  • Evaluation of current SLAs
  • SLA tracking and trending
2.3 SLA evaluation activity
  • Internal SLA Management Framework
  • Evaluation of current SLAs
  • SLA tracking and trending
2.4 SLA Management Framework
  • Internal SLA Management Framework
  • Evaluation of current SLAs
  • SLA tracking and trending
2.5 SLA monitoring, tracking, and remedy reconciliation
  • Internal SLA Management Framework
  • Evaluation of current SLAs
  • SLA tracking and trending

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