http://serviceframe.co.uk SLA Templates, SLA Samples, Service Level Agreements Thu, 29 Oct 2009 20:55:04 +0000 http://backend.userland.com/rss092 en Measuring service level agreements is widely assumed to be a good thing.  I sometimes wonder if people realise quite how important it is.  Measuring Service Level Agreements is now the subject of a series of entries on our main blog on Monitoring and Measuring SLAs.  As a client organisation the primary ... http://serviceframe.co.uk/index.php/2009/10/30/why-measure-service-level-agreements/ We have had so many requests for a Word SLA Template or Document SLA Template that we have decided to put one up on the mail blog.  Please remember that most organisations have very specific requirements for SLAs so use it wisely. Please just hit the link to access the SLA ... http://serviceframe.co.uk/index.php/2009/10/14/looking-for-an-sla-template-document/ Modern enterprises increasingly rely on internal and external partners to deliver services core to their success.  These partners may be outsource providers, Shared Services Centres or Global Business Services Organisations.  Delivery failure or Unrealistic Expectations can ultimately lead to failure of the company itself.  For this reason reporting on the ... http://serviceframe.co.uk/index.php/2009/10/09/manage-sourcing-relationships-effectively_white-paper/ SLA Measurement is usually driven by a desire to ensure increased control over service providers and shared services centres or by regulatory factors such as MiFID.  Whatever the reason SLA Measurement - whether it is in Finance, IT, HR, Facilities etc. can often be an extremely manual and time consuming ... http://serviceframe.co.uk/index.php/2009/10/09/sla-measurement/ Lot of client organisations I speak to still see SLA Management as primarily an activity driven by Service Providers.  Let me be very very clear.  This may be the case - there are many reasons why it evolved that way - but there are more and more reasons why it ... http://serviceframe.co.uk/index.php/2009/10/08/client-side-sla-managment/ When MiFID was introduced a number of years ago most financial institutions focussed heavily on what the FSA describe as Conduct of Business rules.  There was widespread acceptance that there would be an impact on outsourcing and indeed shared services Service Level Agreements - but the changes necessary were not ... http://serviceframe.co.uk/index.php/2009/10/07/creating-mifid-slas/ The drive to shared service or business services ( as they are now sometimes called) is increasing a pace.  We are putting even more free Shared Service SLA templates in the SLA toolkit.  Please do have a look.  We now have Finance and Accounting SLA Templates Human Resources SLA Templates Recruitment SLA Templates IT Application ... http://serviceframe.co.uk/index.php/2009/10/06/more-shared-service-sla-templates/ Is it possible to use a low cost tool to manage my SLAs?  The answer is YES.   Traditionally the choice has been expensive clunky IT solutions which were difficult to deploy and now always applicable to different SLAs.  The next generation of SLA Management tools are intuitive, easy to deploy ... http://serviceframe.co.uk/index.php/2009/10/06/low-cost-sla-management-tool/ Well - you need both really....but ideally you want a simple SLA Management tool that will produce the SLA Performance Spreadsheets when you need them. The trouble is that most people managing Shared Services or Outsourcing deals are still relying on spreadsheets as the key tool to manage reporting.  My ... http://serviceframe.co.uk/index.php/2009/09/26/sla-spreadsheets-or-sla-dashboards/ We continue to create additional SLA Templates and host them in the SLA toolkit.  This project has been fulfiling and interesting - we really encourage all Shared Services and Outsourcing executives to share SLAs where they can - we will try to make the SLA metrics and SLA templates available ... http://serviceframe.co.uk/index.php/2009/09/23/new-sla-templates/