Creating SLAs in a shared services environment requires the same disciplines and approach as creating any service level agreement. IT Shared Services have been common over many years. We are now increasingly seeing a requirement for Finance and Accounting Shared Service SLA templates, Recruitment Shared Service SLA Templates, HR SLA Shared Service SLA Templates Specific service lines like Procure to Pay and Record to Report are included in standard Finance and Accounting SLA Shared Service Templates.
My recommendation is to have a look at the standard Shared Service SLA templates included in the SLA toolkit. This is a good resource to give you visibility of the type of metrics other shared services organisations are using in their SLAs. If you have specific queries about things like reverse SLAs you will also find they are answered in the SLA toolkit.
If your query is of a more general nature rather than specifically on Shared Service SLA tempaltes then have a look at specific articles on how to create SLAs and how to manage SLAs.
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