Service Level Agreement (SLA)

Find out all you need to know about Service Level Agreements (SLAs).

What is an SLA?

A Service Level Agreement or SLA is a document detailing specific services provided to a specific customer.

Objective of an SLA

To define the level of service to be provided to a specific customer for each application or service provided to that customer.

Preparation of an SLA

The following steps need to be carried out in order to prepare an SLA:

• Identify required service parameters, including service performance measures and service schedules.
• Determine achievable performance levels and measurement requirements.
• Collate parameters and metrics and agree reporting schedules.
• Prepare draft.
• Initial review of SLA with customer and all other related parties such as service owners, project managers etc.
• Additional drafts/reviews as appropriate until final SLA agreed by all parties.

Benefits of an SLA

An SLA offers the following benefits:

• 2way accountability for services.
• Creates standardised levels of service.
• Service Levels are documented.
• Defines criteria for evaluation of services provided to the customer.
• Allows reviews of services and provides a means for improving those service levels.
• Provides standard methods for communicating service expectations.

Maintenance of SLAs

The following steps need to be carried out for the ongoing maintenance of SLAs:

• Monthly performance reviews – meet with the customer, management and employees as required.
• Proactive analysis of disruption to services.
• Renegotiate and modify SLAs as the customer business changes.
• Establish annual review of the SLA and update as required.

Training for the Service Management Technician

The following courses would be appropriate:

• Project Management Training – there are a wide range of courses available dependent on your current levels of skills and expertise from beginner project management courses to project management certification courses.

• Customer Service Training – Includes training in the following Customer Services areas: Calming Upset Customers, Customer Satisfaction and Quality Customer Service.
• CRM Training – Customer Relationship Management Training covering Basics of CRM, Implementing CRM and eCRM (dealing with customers over the internet).
• Communication Training – Includes Better Business Communication, Better Business Writing, Effective Presentation Skills, Making Humour Work and Successful Negotiation.

Resources: Here you will find useful links related to Service Management and Service Level Agreements.

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