ServiceFrame’s governance event in London yesterday (June 16th) was an open, honest and relaxed affair. But the topic was serious and the mood ambitious. At ServiceFrame we have always set ourselves the challenge of transforming the way business relationships are managed. Our goal is to transform the supplier management landscape – to make it rich with information that facilitates rapid analysis. Eleanor Winn from Source gave a clear and studied overview of the key elements in any governance model. I was struck by how much of it was common sense – I was also struck by how many of us in the audience nodded in appreciation at this comprehensive overview – ably backed up with specific real life experiences. Talk to Eleanor for the examples! Contact us for details of up coming events. Edinburgh is next week. » More: So was it method or magic that delivered good governance?
Posts Tagged ‘SLA Management’
So was it method or magic that delivered good governance?
June 17th, 2010Who manages SLAs anyway?
February 4th, 2010This 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.
How do I know my Service Providers are reporting accurately?
September 8th, 2009Very often clients will ask how they can get a level of comfort over the accuracy of the data which has been reported by Service Providers. In some cases, direct integration to service provider systems is the answer. In most cases, this approach is too costly and time consuming. At ServiceFrame we believe that robust governance using an SLA management tool is the first step. In this video Daniel Berman, our CTO, talks about some of the very specific things we do to ensure that clients trust the information in our SLA monitoring solution.
» More: How do I know my Service Providers are reporting accurately?
‘Online dashboards are becoming increasingly common as a means of providing visibility on metrics and KPIs to the buyer’
July 29th, 2009This white paper by Patni (located at http://www.sourcingfocus.com/documents/Patni_-_The_eight_worst_outsourcing_mistakes.pdf )is an interesting summary of common pitfalls made during the outsourcing process. Most of them seem like common sense but they are nonetheless a reminder of the importance of following a best practice approach when outsourcing. The consequences of not building Service Level Agreements (SLAs) with clear Key Performance Indicators) can be costly. The article notes that SLA Management is a cornerstone of good governance – without clear SLA management it is extremely difficult to manage the relationship without disagreeing on what the actual level of performance. When you have clear visibility of performance against service levels then your governance meetings generally start at the right place!
See how our SLA Management Tool is helping clients to manage Service Level Agreements (SLAs)……..
July 21st, 2009This article was published in the Irish Business Weekly – the Sunday Business Post. The focus was on outsourcing, shared services and also SLA Management.
