Service
Level Management in Outsourcing: SLA's and SLM
Service level management consists of defining,
measuring and managing service levels to conform to the contractual
requirements. SLA's establish
the "metrics" that govern the delivery of the managed services.
In case of a call center, the time to response ("number of rings before the
call is answered") is a typical SLA. In information technology,
server availability ("uptime") is a key SLA. Every managed
service has its own parameters. When
designing SLA's, enterprise customers should consider the impact of having the
outsourcing service provider drive its quality of service solely to the
contractual SLA's. The terms and conditions of the agreement should
therefore integrate with the SLA's to fill in gaps and adopt policies. If
you would like assistance in understanding how SLA's and SLM function, or
further information on the relationship of SLM to contract development and legal
compliance obligations, please feel free to contact us. Additional
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