Governance is a hot topic in shared services – three areas are a functional priority. These are Service Level Reporting, Risk Reporting and Issue Reporting. Ideally you want to get an executive online dashboard that gives you a picture on all three areas. Also you need to ensure that there is a robust process in place to gather the required information. There are two key implementation priorities – something that can be implemented quickly and at low cost. This criterion was outlined to me in detail at the recent SSON conference in London.
Feb 04
This posting is inspired by a question on LinkedIn around whether anyone really cares about SLAs. Let’s be frank – some people don’t. Service Providers who don’t care about SLAs are typically of low capability and deliver a poor service. Clients who don’t care about SLAs typically are in a high revenue phase and aren’t really focussed on cost. As a person who has spent years working with clients who want to manage SLAs I have learnt that the problem is less about whether people ‘care about SLAs’ and more about whether they have ‘the capability to manage them’. I believe this capability needs to exist on both on the client and the service provider side. Firstly here are some good reasons why you should care about SLAs.
Feb 01
Many organisations still seem to struggle to enforce service penalties. The impact on organisations can be significant from a cost perspective. Equally importantly – vendors will quickly notice where clients have no effective process in place to track performance and impact on contracts and costs….How can you resolve this?
