Over the past few weeks I have been working with colleagues to compile a list of service providers who might be relevant and of value to our clients who are monitoring SLAs. I have no doubt that increasingly clients will want to see simple and clear SLAs before purchasing services from any service providers. This is in marked difference to the current approach where visibility of proposed service levels seems to be towards the end of the procurement process rather than the beginning. In many cases Service Providers are reluctant to be specific about exactly what service they provide and at what level – at Serviceframe.com we believe that clients will demand a change to this approach. We foresee an environement where clients can clearly see what service levels are available from whom – thereby facilitating quick decisions. In this context it is important that we all know exactly what a Service Level Agreement is.
Over the next few months we will uploading more and more SLA templates to our website www.serviceframe.com – if you are interested in feeding in to this process as a client or if you have Service Level Agreements which you woud like to share with us – then please contact us to discuss how we can improve the way service levels are managed.
