Over the past few weeks I have met several clients who are starting to use our SLA Monitoring tool – some of the people I met are SLA Managers who are faced with the monthly, and sometimes, weekly task of pulling together spreadsheets and reports outlining actual performance against targets. Do not underestimate the effort involved in this activity. Also do not underestimate the impact of having different spreadsheets in different formats from SLA to SLA and from month to month.
The impact is actually pretty straightforward – SLA Management becomes a reactive and very administrative task – it becomes about managing the process of collecting data by a certain point in every month. SLA Monitoring tools can automate the process of collecting the data – this frees you up to analyse the information – to analyse the performance of your service providers – after all that is what you thought you would be doing isn’t it?
