Service Level Agreements (eBook)

TABLE OF CONTENTS

ACKNOWLEDGMENTS

1. AN OVERVIEW OF SERVICE LEVEL AGREEMENTS: WHAT THEY
CAN DO
AND CANNOT DO
1.1 Introduction
1.2 Service Level Agreements : Definition
Figure 1: Pyramid Model of Service
1.3 Serving the Business
1.5 Outsourcing & Facilities Management
1.6 In-company vs Outsourcing SLAs: Crucial Differences
1.7 the Role of the SLA in Invitations to Tender, Proposals and
Contracts
1.8 SLAs in Market Testing, Outsourcing and Supply / Support
Contracts
1.9 Avoiding Hidden Costs - and Identifying Real Needs
1.10 Can SLAs Work in Strategic Partnerships?
1.11 Quality Standards ISO 9004 Part 2
1.12 Availability
1.13 Performance: Speed, Response and Accuracy
1.14 Security
1.15 Quality: Process Control
1.16 Service Products
1.17 Points of Delivery and Delivery Mechanisms
1.18 Service Culture
1.19 but Why SLAS?
Checklist #1: Service Orientation

2. THE MEASUREMENT OF THE SERVICE AVAILABILITY AND QUALITY:
KEY
METRICS AND TECHNIQUES WHICH MAY BE USED
2.1 Introduction
2.2 Service Availability
Figure 3: Service Management Methodologies & Service Reporting
2.3 Change Management
2.4 Problem Management
2.5 Critical Component Analysis
2.6 Relationship with Security and Contingency Planning
2.7 Scope of Service
2.8 Service Hours
2.9 Real Time Services
2.10 Background Services
2.11 Administrative Services
2.12 Remote Services
2.13 Subcontracts
2.14 Help Desk and Customer Support
2.15 Security Services
2.16 Special Requirements
2.17 Standardization
2.18 Customer Self Help
2.19 Training
2.20 Customer Satisfaction Survey

3. HOW SERVICE LEVEL AGREEMENTS APPLY IN DEVELOPMENT OR
CREATIVE ENVIRONMENTS
3.1 Creative and Development Functions
Figure 4: Embedding Service Level Capability in Development
3.3 Feasibility Study
3.4 Analysis/specification
3.5 Design
3.6 Invitation to Tender/contract
3.7 Implementation
3.8 Post-implementation Review
3.9 Service Orientation

4. KEYS TO MEASURING AND MONITORING SERVICE; DESIGNING AND
IMPLEMENTING AN SLA
4.1 Measuring Performance and Availability
4.2 Balancing Detail with Practicality
4.3 What to Include in a SLA
4.4 Shell, Template, Model and Standard SLAs
4.5 SLAs and Their Key Role in the Balanced Scorecard
4.5 the Service Handbook
4.6 the One-page SLA
Figure 7: Example Service Definition
4.7 the One-page SLA
Figure 8: a One-page SLA Format
Figure 9: Service Level Management Components
4.8 Charging for Services
Figure 10: a Charging Methodology
4.9 Infinite Capacity and 100% Availability?
4.10 Realistic Limits to Service
4.11 Procurement
4.12 Organizational Issues
4.13 Pilot Implementation
4.14 Negotiating with the Customer
4.15 Reward and Punishment - Sticks and Carrots
4.16 Reporting Actual Performance Against SLA
Figure 15: Global Service Report - Schematic
Figure 16a: Sample SLA Report
Figure 16b: Background (Production Type)
Figure 17: Measuring Service Components
4.17 Service Review Meetings
4.18 the Customer Review Meeting
4.19 Service Motivation
4.20 Extending SLAs
Service Level Survey
Service Level Survey
Terms of Reference for Marketing and Sales Manager
Terms of Reference for Customer Account Managers

5. THE DOWNSIDE RISK; ALTERNATIVES TO SERVICE LEVEL
AGREEMENTS;
THE SLA PAYOFF
5.1 SLAs: Reasons for Failure
5.2 Alternatives to SLAs
5.3 Performance Indicators
5.4 Availability and Response Targets
5.5 Benchmark Checks
5.7 the SLA Payoff : Success Stories
5.8 Where Next?
5.9 Conclusion

6. CASE STUDIES: SERVICE LEVEL AGREEMENTS
6.1 Introduction
6.2 Payroll and Benefits
6.3 Procurement (Service and Spares)
6.4 Logistics / Transport
6.5 Livestock Handling
6.7 Training
Detailed SLA Examples

7. CASE STUDY: SERVICE LEVEL AGREEMENT IN CONSTRUCTION
MANAGEMENT
7.1 Introduction
7.2 Background
7.3 Construction Management - Typical Approach
7.4 Construction Management - Service Oriented Approach
7.5 Service Levels in Construction Management
7.6 Identifying Metrics for Management Services

APPENDIX A: SERVICE LEVEL AGREEMENT CHECKLIST

APPENDIX B: SAMPLE SLA - ESCALATION PROCEDURE

APPENDIX C: STANDARD SLA FORMAT

BIBLIOGRAPHY

ABOUT THE AUTHOR