TBI provides consulting assistance to our clients who are implementing Service Level Management processes. Service Level Management is:
- A philosophy or perspective in a way of thinking about services that needs to be viewed in the context of users or service consumers, their requirements, their priorities, etc. It’s about managing and delivering services that consistently meet those requirements.
- The set of people and systems that allows the organization to ensure that Service Level Agreements are being met and that the necessary resources are being provided efficiently.
- The process of negotiating, planning, documenting, measuring, monitoring, updating and reporting on the level of service provided as defined by service level standards, agreements and objectives.
- Service Level Agreements (SLAs) should clearly document service level expectations, the manner in which they will be measured and reported and by which performance standards will be contractually set, repercussions for below-standard service provider performance, and mechanisms for on-going maintenance of the SLA. TBI’s traditional services in this area focus on assisting organizations in preparing and negotiating SLAs with our clients and their service providers, which are aligned with the client’s strategic objectives and reflect user needs and expectations. More recently, TBI has also begun to provide this type of assistance to organizations that are implementing formal Service Level Management practices as part of their Shared Services organizational model.
TBI’s Service Level Agreement consulting services include the following:
- Well documented service level requirements that set both customer and service provider expectations of service
- Valid and reliable performance metrics. An assessment of their baseline performance against industry best practices and business requirements
- Evidence needed to convince outside service providers of the legitimacy of the service level standards requested by the client
- A ‘roadmap’ to full implementation of desired service level metrics
- Management education about Service Level Management philosophy and requirements, performance measurement options, and best practices in Service Level Agreements
- A flexible process by which Service Level Metrics and Standards can be modified as business needs change
- Contractual terms to motivate performance stability and improvement on the part of the Service Provider, consistent with business needs