Service Level Management
8 articles on Service Level Management, newest first.
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Why Service Level Agreements Matter
An SLA creates a negotiated, shared understanding of service, performance and responsibilities and becomes a foundation for improvement and trust.
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Preparing the Organisation Before Writing SLAs
SLA work should begin only after the service, customers, current capability, measures, dependencies and governance are sufficiently understood.
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Writing Meaningful and Achievable Service Levels
Good service levels are specific, measurable, achievable, relevant and time-bound and are expressed in terms consumers can understand.
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Choosing an SLA Structure
Customer-based, service-based and multi-level SLA structures serve different operating models and should minimise duplication while preserving relevance.
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Running Effective Service Review Meetings
A service review is a joint decision forum that uses performance, experience, risk and improvement evidence to protect and increase value.
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Aligning OLAs and Supplier Contracts to SLAs
Customer commitments are credible only when internal operational agreements and supplier contracts support the same end-to-end outcome.
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Stakeholder Mapping: Know Your Customer Before You Chase Value
You cannot focus on value until you know your stakeholders. How to build a stakeholder map, drawn from The Journey to Service Excellence.
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Continual Service Improvement: More Than Improving Services
What continual service improvement really means, the CSI model, who should lead it, where to start and how to run a CSI register.