Very 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.
Aug 26
Over the past few weeks I have met several clients who are starting to use our SLA Monitoring tool – some of the people I met are SLA Managers who are faced with the monthly, and sometimes, weekly task of pulling together spreadsheets and reports outlining actual performance against targets. Do not underestimate the effort involved in this activity. Also do not underestimate the impact of having different spreadsheets in different formats from SLA to SLA and from month to month.
Jul 29
This 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!
