Tag: monitoring SLA performance

Ten Key Questions for Developing an Effective Service-Level Agreement

Ten Key Questions for Developing an Effective Service-Level Agreement

Service-level agreements (SLAs) have become a common part of outsourcing, cloud and other managed services agreements.  SLAs can allow customers to: •    Secure commitments to performance as measured against agreed metrics •    Create an incentive for suppliers to consistently meet those commitments, and •    Obtain options to take action to correct deficient performance However, a […]

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

A Unique SLA System that Incents Innovation. A Partnership that Delivers Real Value

2014 Outsourcing Excellence Awards Most Reliable Japan International Cooperation Agency and Accenture     “The start of the project was plagued with challenges, such as system down and a major earthquake. Accenture’s ability to confront these challenges head-on, then embark on a journey of improvement and innovation through JICA’s unique SLA approach, has resulted in […]

Tying the Knot on Service Levels and Business Satisfaction | Article

Tying the Knot on Service Levels and Business Satisfaction | Article

While companies are striving to acquire greater economic benefits from its IT, business operation end users rarely are concerned about technology delivery costs. Internal customers’ concern is: will IT work when it is needed without disrupting business operations. If IT services are disrupted, it is difficult to assess penalties on an internal IT delivery organization […]

Customizing Service Level Agreements | White Paper

Customizing Service Level Agreements | White Paper

Business models have changed. Businesses have transformed. The services that support businesses are delivering innovation. Why then have Service Level Agreements (SLAs) remained stodgy, reflecting little of the dynamism of current business norms? The reasons are not very obvious. SLAs define and bind the relationships between businesses and service providers. But their primary focus continues […]

Seven Ways to Ruin an SLA Discussion | White Paper

Seven Ways to Ruin an SLA Discussion | White Paper

“Get over it: SLAs will make or break your business (and career).” I heard that from more than one of my managers early in my career, way back when “we’ve done this for 20 years, SLAs are a piece of cake!” was a standard way of thinking. If you still feel that way, you might […]

Five Steps to Customizing Service Level Agreements | Article

Five Steps to Customizing Service Level Agreements | Article

Today’s Service Level Agreements (SLAs) are not simple documents that define the duration and the service to be delivered against a timetable with a handful of pre-determined performance parameters. Rather, they are documents that include cleverly negotiated customization, additional provisions, provider and buyer obligations, reporting methodologies, penalties and rewards. A well-crafted and customized SLA document […]

A Surprising New Study: SLAs Now Have Teeth | Article

A Surprising New Study: SLAs Now Have Teeth | Article

A new study by Oblicore found 59 percent of its respondents do not monitor their SLAs well. Yet 64 percent have added financial penalties if their suppliers do not perform.

Taking Control of IT Performance | Article

Taking Control of IT Performance | Article

Fifty percent of IT outsourcing contracts for small and medium businesses don’t have service level agreements. Here’s why all buyers need them and… which ones to have …to increase your chances of outsourcing success.