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.
Managing Sourcing Relationships
Drive World Class Governance
