| It essential to define the parameters for
the conduction of business, or rather the terms of engagement,
for the benefit of both the company and client. It is hereby
accepted by most corporations that the provision of a service
and the receipt which follows needs to be governed by an agreement;
the service level agreement. It is as such a negotiated agreement
designed for establishing a common understanding about priorities,
services, and responsibilities. A service level agreement
aids with the better management of consumer expectations can
hereby be thought of as:
- A Communications Tools: Focus is placed
on the process of helping open up communications. The value
of a service level agreement is therefore not in the final
product itself but rather more importantly the processes
which aid in its complete development.
- A Tool to Prevent Conflict: Disputes
can be avoided as a result of the understanding of needs
and priorities shaped by these agreement documents. If conflicts
do occur, they can be resolved more readily.
- A Living Document: This can be determined
as the most important benefit. On predetermined frequency,
both client and company can review the agreement so as to
assess service adequacy and negotiate adjustments. Furthermore,
it provides an objective basis for identifying effectiveness
and to ensure that both client and consumer use the same
criteria to evaluate service quality.
The Service Level Agreement includes two major elements including
the service elements and management elements. These elements
focus on individual aspects which are accordingly important
to them.
- Service Elements: Services included in
a Service Level Agreement are clarified by communicating
things such as: the services provided (and not provided,
in the case of consumers assuming service availability),
the conditions of service availability, service standards,
the responsibilities of both the client and company, cost
vs. service trade offs, and escalation procedures.
- Management Elements: A focus is put onto:
how the service effectiveness will be tracked, how information
about service effectiveness will be reported and addressed,
how service-related disagreements will be resolved, and
how both the client and company will review and revise the
Service Level Agreement.
Steps in Establishment
A service level agreement can be used as a tool which helps
to manage expectations, clarify responsibilities, improve
communications, and fundamentally build a foundation for a
win-win relationship between client and company. The establishment
of a service level agreement is however not a quick and simple
process but consists of a number of steps. In the development
of a service level agreement, developers need to pay attention
to the following:
- Gathering Background Information:
Having background information provides a solid basis from
which to negotiate and so Service Level Agreement developers
need to examine service history in order to determine a level
of service that is realistic. Customer satisfaction needs
to be assessed for understanding client concerns and to establish
a foundation for assessing service improvements.
- Have an Agreement about the Final Agreement:
Because both client and company have differentiating views
concerning the role and realistic accomplishments of the
Service Level Agreement, an open discussion needs to be
held so as to ensure that a basic level of agreement about
the Service Level Agreement exists. Efforts may otherwise
be deemed as futile.
- Establish Ground Rules for Team-Work:
The focus of a Service Level Agreement is not on the agreement
but on the process of creation. In order to minimize conflict
similarities and differences need to be identified at the
start. The issues discussed include concerns regarding possible
hazards, the division of the responsibility for development
tasks, and scheduling constraints and issues.
- Develop the Agreement: This regards an
agreement about contents of the Service Level Agreement
document. Assistance may be solicited and input gained from
experts in the field. Duration of this stage varies accordingly
from weeks to months.
- Generate Buy-in: The stage where both
client and company get to review a draft of the agreement,
giving an opportunity to give suggestions and raise questions.
With the release of feedback, a product improved in quality
can be consequently finalised.
- Finish Tasks for Pre-Implementation:
Tasks such as identification and completion proceed the
implementation of a Service Level Agreement. Further tasks
include establishing processes for reporting, and developing
tracking mechanisms.
- Implement and Manage the Service Level Agreement:
A point of contact for solving problems is provided for
further enhancements, service reviews and modifications.
How Intoweb Can Help:
As a service firm, the solutions that Intoweb provides ensures
the following benefits to all clients with regard to the Service
Level Agreements developed and utilised:
- with a Service Level Agreement in place, the speed of
initial response is optimised
- preparedness with regard to having the possession of proper
test equipment and parts when needed
- better quality of problem escalation management
- flexibility to conduct on-site services at the time and
in the way all individual clients prefer
- terms of service agreements are optimal
- agreements are easily understandable, concise, and clear
- the employees of Intoweb are knowledgeable and responsive,
being able to offer the best services possible
- all client requests are responded to in a timely fashion
- operations and services are continually improved upon
to meet the expectations and needs of all clients
- all-in-all thoroughness of service
Service Level Agreements provide high quality explanations
and documentation for the adequate development of a particular
service. With the creation of such agreement documentation
in place, the time to successful completion of a service is
further optimised and shortened, resulting in a final product
of the highest usefulness and quality. For further information
relating to gaining improved business success though the implementation
of mobile and sms marketing Contact Us
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