Reading SLA reports can drive a mixture of responses. (aside from sleep :>). Typically people will either nod knowingly or with fury. This is the assurance reaction – is my service being delivered as expected – are KPIs red, amber or green? Sometimes this is done very manually using spreadsheets and e-mails and man hours and man months. Some use more user friendly tools which reduce time and improve the output! This is the concern for how service is actually delivered right now – it is important but it is not the full story. Governance is a much more significant and robust process – it is using information about service and relationship quality to steer your organisation and business to better value. It is a proactive activity focussed on analysis not collection of data.
Managing Sourcing Relationships
Drive World Class Governance
