What is involved in Service Level Agreement
Find out what the related areas are that Service Level Agreement connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Service Level Agreement thinking-frame.
How far is your company on its Service Level Agreement journey?
Take this short survey to gauge your organization’s progress toward Service Level Agreement leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.
To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.
Start the Checklist
Below you will find a quick checklist designed to help you think about which Service Level Agreement related domains to cover and 174 essential critical questions to check off in that domain.
The following domains are covered:
Service Level Agreement, Service-level agreement, Call center, Carrier Cloud, Cloud computing, Dedicated servers, IT Service Management, IT cost transparency, Incumbent local exchange carrier, Information Technology Infrastructure Library, Internet service provider, Local area network, Maintenance window, Mean time between failures, Mean time to recovery, Mean time to repair, Network monitoring, Network service provider, Operational-level agreement, Outsourcing relationship management, Performance metrics, Service-oriented architecture, Service Desk, Service level, Service level management, Service level objective, Service level requirement, Shared hosting, Software quality, Telecommunications Act of 1996, Telephone company, Turnaround time, Virtual private server, Web service:
Service Level Agreement Critical Criteria:
Debate over Service Level Agreement visions and find the essential reading for Service Level Agreement researchers.
– What are our best practices for minimizing Service Level Agreement project risk, while demonstrating incremental value and quick wins throughout the Service Level Agreement project lifecycle?
– What is the impact of changing my suppliers and/or their SLAs on my capabilities to meet my SLAs?
– Who are the key service provider and customer contacts (name, phone number, email address)?
– How will the agreement be terminated at the end of the initial term of the SLA?
– Does the provider offer any form of Service Level Agreement (SLA) guarantees?
– What is the process that will be followed to resolve unplanned incidents?
– What level of service or quality of service should the customer expect?
– What are direct advantages of entering into Service Level Agreements?
– Are there encryption requirements, especially of off-line copies?
– What are the current Service Level Agreements for break/fix?
– What are the costs to the business customer for the service?
– What does off-site mean in your organization?
– How will incidents be documented or logged?
– How to quantify the system security?
– What will it take to make it work?
– How many copies must be off-line?
– How will service be delivered?
– What is it going to take?
– What is Data Protection?
Service-level agreement Critical Criteria:
Deliberate Service-level agreement quality and find out what it really means.
– What prevents me from making the changes I know will make me a more effective Service Level Agreement leader?
– In terms of service availability, can you get your vendor to sign a service-level agreement?
– Does Service Level Agreement appropriately measure and monitor risk?
– Why are Service Level Agreement skills important?
Call center Critical Criteria:
Transcribe Call center governance and know what your objective is.
– What management system can we use to leverage the Service Level Agreement experience, ideas, and concerns of the people closest to the work to be done?
– What proportion of Customer Service calls chats could present day AI technology resolve without assistance in principle?
– What is the average supervisor to Customer Service representative ratio for a fixed route call center?
– How do we measure improved Service Level Agreement service perception, and satisfaction?
– What is the best virtual hosted PBX platform to use for our phone Customer Service team?
– What are good examples of us utilizing SMS as a Customer Service mechanism?
– Have you integrated your call center telephony to your crm application?
– What are the issues of scaling Twitter for Customer Service?
– What are the pros and cons of outsourcing Customer Service?
– How do companies apply social media to Customer Service?
– Is social media the solution to bad Customer Service?
– Is Twitter an effective Customer Service tool?
– What are our Service Level Agreement Processes?
Carrier Cloud Critical Criteria:
Reconstruct Carrier Cloud strategies and attract Carrier Cloud skills.
– Think about the people you identified for your Service Level Agreement project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?
– Do the Service Level Agreement decisions we make today help people and the planet tomorrow?
– What is our formula for success in Service Level Agreement ?
Cloud computing Critical Criteria:
Test Cloud computing risks and summarize a clear Cloud computing focus.
– It is clear that the CSP will face a large number of requests from its customers to prove that the CSP is secure and reliable. There a number of audit and compliance considerations for both the CSP and the customer to consider in cloud computing. First, which compliance framework should a CSP adopt to satisfy its customers and manage its own risks?
– Have you considered what measures you will need to implement to ensure that the cloud provider complies with all applicable federal, state, and local privacy laws, including ferpa?
– To what extent do you believe the use of cloud computing will improve its ability to provide support for the business in the next two years?
– For a customer-facing application, is the move to cloud computing expected to increase the number of customers accessing it?
– How do you prove data provenance in a cloud computing scenario when you are using shared resources?
– Amazon web services is which type of cloud computing distribution model?
– What are the challenges related to cloud computing data security?
– Will cloud computing lead to a reduction in it expenditure?
– What is the importance of standards-based cloud computing?
– What is the first priority cloud security concern?
– Is there a good pricing model for cloud services?
– Resource provisioning algos in cloud computing?
– Is there a market for developing niche clouds?
– What are reasons to say no to cloud computing?
– How does BYOD affect security in the cloud?
– Should we evaluate a hybrid cloud strategy?
– What are some cloud computing benchmarks?
– How not to be locked in a SaaS system?
– Are there Service Level Agreement Models?
– Fedramp approved / compliant?
Dedicated servers Critical Criteria:
Powwow over Dedicated servers results and triple focus on important concepts of Dedicated servers relationship management.
– Will new equipment/products be required to facilitate Service Level Agreement delivery for example is new software needed?
– Is the Service Level Agreement organization completing tasks effectively and efficiently?
– What about Service Level Agreement Analysis of results?
IT Service Management Critical Criteria:
Learn from IT Service Management adoptions and proactively manage IT Service Management risks.
– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?
– Why do many organizations stumble or fail in their initial attempts at implementing itsm practices, and why wont we?
– How do we make it meaningful in connecting Service Level Agreement with what users do day-to-day?
– What challenges and opportunities does cloud computing present for IT service management ?
– What continuity plans are in place for recovering data, infrastructure and applications?
– What are the use cases that your organization is targeting currently for its cmdb/cms?
– What does each software asset cost now and throughout the upgrade or refresh cycles?
– What are the best practices in knowledge management for IT Service management ITSM?
– What element of the it Service Management lifecycle are you currently focused on?
– What challenges and opportunities does cloud computing present for IT Service Management ?
– How much time does it take to consolidate information into meaningful reports?
– What level of service resilience and backup is provided within the service?
– What factors influence the success of implementing it service management?
– If your itsm team is slated for growth, what are the relevant reasons?
– Is the service provider eligible for certification under the scheme?
– Will we be eligible for ISO/IEC 20000 certification?
– Do we have past Service Level Agreement Successes?
– does not soa solve these problems?
– Are we doing things right?
IT cost transparency Critical Criteria:
Accumulate IT cost transparency issues and spearhead techniques for implementing IT cost transparency.
– Does Service Level Agreement include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?
Incumbent local exchange carrier Critical Criteria:
Consider Incumbent local exchange carrier outcomes and gather Incumbent local exchange carrier models .
– How is the value delivered by Service Level Agreement being measured?
– How can you measure Service Level Agreement in a systematic way?
Information Technology Infrastructure Library Critical Criteria:
Apply Information Technology Infrastructure Library visions and give examples utilizing a core of simple Information Technology Infrastructure Library skills.
– What are the success criteria that will indicate that Service Level Agreement objectives have been met and the benefits delivered?
– What are the usability implications of Service Level Agreement actions?
Internet service provider Critical Criteria:
Revitalize Internet service provider outcomes and interpret which customers can’t participate in Internet service provider because they lack skills.
– At what point will vulnerability assessments be performed once Service Level Agreement is put into production (e.g., ongoing Risk Management after implementation)?
– Do those selected for the Service Level Agreement team have a good general understanding of what Service Level Agreement is all about?
– What are all of our Service Level Agreement domains and what do they do?
Local area network Critical Criteria:
Have a session on Local area network management and optimize Local area network leadership as a key to advancement.
– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?
– How can you negotiate Service Level Agreement successfully with a stubborn boss, an irate client, or a deceitful coworker?
– Is a Service Level Agreement Team Work effort in place?
– Are there recognized Service Level Agreement problems?
Maintenance window Critical Criteria:
Think about Maintenance window outcomes and describe the risks of Maintenance window sustainability.
– How would one define Service Level Agreement leadership?
Mean time between failures Critical Criteria:
Conceptualize Mean time between failures leadership and explore and align the progress in Mean time between failures.
– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to Service Level Agreement?
– Who will provide the final approval of Service Level Agreement deliverables?
Mean time to recovery Critical Criteria:
Weigh in on Mean time to recovery management and research ways can we become the Mean time to recovery company that would put us out of business.
– Does the Service Level Agreement task fit the clients priorities?
– Are there Service Level Agreement problems defined?
Mean time to repair Critical Criteria:
Exchange ideas about Mean time to repair adoptions and explain and analyze the challenges of Mean time to repair.
– What is the total cost related to deploying Service Level Agreement, including any consulting or professional services?
– What tools and technologies are needed for a custom Service Level Agreement project?
– What are current Service Level Agreement Paradigms?
Network monitoring Critical Criteria:
Meet over Network monitoring failures and document what potential Network monitoring megatrends could make our business model obsolete.
– How do we know that any Service Level Agreement analysis is complete and comprehensive?
– Think of your Service Level Agreement project. what are the main functions?
– What threat is Service Level Agreement addressing?
Network service provider Critical Criteria:
Brainstorm over Network service provider failures and handle a jump-start course to Network service provider.
– Are we making progress? and are we making progress as Service Level Agreement leaders?
– How can skill-level changes improve Service Level Agreement?
Operational-level agreement Critical Criteria:
Trace Operational-level agreement strategies and drive action.
– How do we go about Securing Service Level Agreement?
Outsourcing relationship management Critical Criteria:
Focus on Outsourcing relationship management adoptions and sort Outsourcing relationship management activities.
– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a Service Level Agreement process. ask yourself: are the records needed as inputs to the Service Level Agreement process available?
– Are there any easy-to-implement alternatives to Service Level Agreement? Sometimes other solutions are available that do not require the cost implications of a full-blown project?
– What are your most important goals for the strategic Service Level Agreement objectives?
Performance metrics Critical Criteria:
Deliberate over Performance metrics outcomes and be persistent.
– For your Service Level Agreement project, identify and describe the business environment. is there more than one layer to the business environment?
– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?
– Have you defined IT risk performance metrics that are monitored and reported?
– How do we keep improving Service Level Agreement?
Service-oriented architecture Critical Criteria:
Guide Service-oriented architecture tasks and correct Service-oriented architecture management by competencies.
– How can the value of Service Level Agreement be defined?
– Is Service Level Agreement Required?
Service Desk Critical Criteria:
Model after Service Desk risks and achieve a single Service Desk view and bringing data together.
– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?
– Risk factors: what are the characteristics of Service Level Agreement that make it risky?
– Does the service provider have a service desk function based on itil principles?
– How does mobility improve your organizations service desk effectiveness?
– Does the service provider have a service desk function based on ITIL principles?
– Is the cloud service providers service desk local, onshore or offshore?
– How does mobility improve our organizations service desk effectiveness?
– Are You Running Your Service Desk or is Your Service Desk Running You?
– What are valid performance indicators for the service desk?
– Which incidents should be logged by the service desk?
– Why a service desk?
Service level Critical Criteria:
Look at Service level adoptions and gather practices for scaling Service level.
– If SLAs are already negotiated and reference the Catalogue for documentation of the service levels, how do you change service level in the Catalogue without renegotiating the SLA?
– Determine if the data center has Service Level Agreements with the clients it serves. if so, do they measure themselves for compliance with the agreement?
– Are the vendor contracts deliverables-based, with specific Service Level Agreements (slas) including penalties and liquidated damages?
– Can the cloud service provider offer the flexibility to provide availability service levels in line with the customers requirements?
– What new services of functionality will be implemented next with Service Level Agreement ?
– Are short calls factored out of the denominator in your service level?
– Is your firm willing to commit to Service Level Agreements?
– What are the physical location requirements for each copy?
– Are abandons included in your service level denominator?
– How will unplanned incidents be prevented or reduced?
– What is the problem escalation process?
– What services are included?
– Where is the data?
Service level management Critical Criteria:
Define Service level management projects and ask questions.
– Can we add value to the current Service Level Agreement decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?
– What are the long-term Service Level Agreement goals?
Service level objective Critical Criteria:
Brainstorm over Service level objective planning and sort Service level objective activities.
– Which management activity ensures adequate availability of resources based on a service level objective?
– What vendors make products that address the Service Level Agreement needs?
Service level requirement Critical Criteria:
Have a session on Service level requirement risks and check on ways to get started with Service level requirement.
Shared hosting Critical Criteria:
Value Shared hosting goals and report on setting up Shared hosting without losing ground.
– Is maximizing Service Level Agreement protection the same as minimizing Service Level Agreement loss?
– Who needs to know about Service Level Agreement ?
Software quality Critical Criteria:
Debate over Software quality outcomes and reinforce and communicate particularly sensitive Software quality decisions.
– Does the software Quality Assurance function have a management reporting channel separate from the software development project management?
– Are software Quality Assurance tests a part of the general hardware acceptance test on the customers machine before it leaves the factory?
– Do software Quality Assurance test programs undergo the same production cycle and method (except q/a) as the software they test?
– Is software Quality Assurance done by an independently reporting agency representing the interests of the eventual user?
– Is at least one person engaged in software Quality Assurance for every ten engaged in its fabrication?
– What are the best practices for software quality assurance when using agile development methodologies?
– The need for high-quality software is glaring. But what constitutes software quality?
– Have all basic functions of Service Level Agreement been defined?
– Why is Service Level Agreement important for you now?
Telecommunications Act of 1996 Critical Criteria:
Add value to Telecommunications Act of 1996 risks and use obstacles to break out of ruts.
– What are your results for key measures or indicators of the accomplishment of your Service Level Agreement strategy and action plans, including building and strengthening core competencies?
Telephone company Critical Criteria:
Mix Telephone company engagements and maintain Telephone company for success.
– What are the top 3 things at the forefront of our Service Level Agreement agendas for the next 3 years?
– Does Service Level Agreement analysis isolate the fundamental causes of problems?
Turnaround time Critical Criteria:
Model after Turnaround time projects and remodel and develop an effective Turnaround time strategy.
– Who is the main stakeholder, with ultimate responsibility for driving Service Level Agreement forward?
– To what extent does management recognize Service Level Agreement as a tool to increase the results?
Virtual private server Critical Criteria:
Jump start Virtual private server adoptions and triple focus on important concepts of Virtual private server relationship management.
– What are your current levels and trends in key measures or indicators of Service Level Agreement product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?
– Think about the functions involved in your Service Level Agreement project. what processes flow from these functions?
Web service Critical Criteria:
Categorize Web service decisions and triple focus on important concepts of Web service relationship management.
– Expose its policy engine via web services for use by third-party systems (e.g. provisioning, help desk solutions)?
– How does this standard provide users the ability to access applications and services through web services?
– Is Service Level Agreement Realistic, or are you setting yourself up for failure?
– What is the best strategy going forward for data center disaster recovery?
This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the Service Level Agreement Self Assessment:
Author: Gerard Blokdijk
CEO at The Art of Service | http://theartofservice.com
Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.
To address the criteria in this checklist, these selected resources are provided for sources of further research and information:
Service Level Agreement External links:
[PDF]Service Level Agreement (SLA) – XO Communications
https://www.xo.com/sites/default/files/inline-files/DIA SLA Web.pdf
[PDF]Service Level Agreement (SLA) Research and E & O
[PDF]Service Level Agreement (SLA) Frequently Asked …
Call center External links:
WorkforceScheduling.com – call center workforce …
SunPass Call Center Hours of Operation
TeamHealth Medical Call Center – Official Site
Cloud computing External links:
AWS Cloud Computing Certification Program – aws.amazon.com
Microsoft Azure Cloud Computing Platform & Services
CRM Software & Cloud Computing Solutions – Salesforce UK
Dedicated servers External links:
Swiftnode – Dedicated Servers, Game Servers, Voice …
Game, Voice & Dedicated Servers – Streamline Servers
IT Service Management External links:
ITIL | IT Service Management | ITSM | AXELOS
IT Service Management | Availability Management | Optanix
Remedy 9 – IT Service Management Suite – BMC Software
IT cost transparency External links:
10 Advantages of IT Cost Transparency | Apptio
Matrecis – IT Cost Transparency
Incumbent local exchange carrier External links:
Incumbent Local Exchange Carrier : definition of …
http://dictionary.sensagent.com/Incumbent Local Exchange Carrier/en-en
Incumbent local exchange carrier | POTs and PANs
Information Technology Infrastructure Library External links:
[PDF]Information Technology Infrastructure Library – ITIL®
Internet service provider External links:
NetWest Online, Inc – Premier Internet Service Provider
ProValue.net – Rural High Speed Internet Service Provider
Internet Service Provider in Kansas City, MO | Google Fiber
Local area network External links:
What is local area network (LAN)? – Definition from WhatIs.com
What is a Wireless Local Area Network (WLAN)? – …
Create a Local Area Network (LAN) connection
Maintenance window External links:
“All maintenance windows are inactive, maintenance …
Maintenance Window Policy – University of Nevada, Reno
Mean time between failures External links:
How is MTBF (Mean Time Between Failures) Calculated?
MTBF (Mean Time Between Failures) – Tech-FAQ
Mean time to recovery External links:
System z Mean Time to Recovery Best Practices – IBM Redbooks
MTTR (Mean Time to Recovery) – Tech-FAQ
Lyrics containing the term: mean time to recovery
https://www.lyrics.com/lyrics/mean time to recovery
Mean time to repair External links:
[PDF]MEAN TIME TO REPAIR PREDICTIONS – …
mean time to repair – EBSCO Information Services
Reduce MTTR (Mean Time to Repair): IT Operations …
Network monitoring External links:
Use packet capture for proactive network monitoring with alerts and Azure Functions. 02/22/2017; 10 minutes to read; Contributors. all; In this article.
http://Infoblox Trinzic 820 w/ Network Services One – CDW.com
APCON Intelligent Network Monitoring
Network Monitoring | Products | Level 3
Network service provider External links:
[PDF]DCYF and Family Care Network Service Provider …
Network Service Provider – Home
Managed Network Service Provider and Wireless LAN …
Operational-level agreement External links:
How to Write an Operational-Level Agreement | Chron.com
Outsourcing relationship management External links:
Outsourcing relationship management – Revolvy
https://update.revolvy.com/topic/Outsourcing relationship management
“IT Outsourcing Relationship Management and …
Performance metrics External links:
Enterprise Performance Metrics
Log in – Automated Traffic Signal Performance Metrics
Performance metrics and goals | Mass.gov
Service Desk External links:
Service Desk Home – fmPilot
Welcome to BMC Service Desk Express
Service Desk Manager – Login
Service level External links:
Service Level Agreements – Home | Microsoft Azure
[PDF]Service Level Agreement (SLA) Frequently Asked …
Service Level Agreements | North Dakota ITD
Service level management External links:
[PDF]Service Level Management – ITSM
http://www.itsm.info/ITSM Service Level Mgmt Service Brief.pdf
Service level management. (Book, 1989) [WorldCat.org]
Service Level Management definition – SearchSOA
Service level objective External links:
TeamWorks Service Level Objective | State Accounting …
Defining a Service Level Objective Against an Application
Service level requirement External links:
ITIL Definition: Service Level Requirement
Service level requirement
http://In Software Development / IT, a Service Level Requirement (SLR) is a broad statement from a customer to a service provider describing their service expectations. A service provider prepares a service level agreement (SLA) based on the requirements from the customer. For example: A customer may require a server be operational (uptime) for 99.95% of the year excluding maintenance.
The Service Level Requirement Toolkit – YouTube
Shared hosting External links:
Web Hosting | Shared Hosting – Brain Host
Reclaim Hosting | Shared Hosting
Software quality External links:
[PDF]Title: Software Quality Assurance Engineer Reports …
Telecommunications Act of 1996 External links:
[PDF]TELECOMMUNICATIONS ACT OF 1996 – gpo.gov
The Telecommunications Act of 1996 | ShoreTel – …
The United States Telecommunications Act of 1996
Telephone company External links:
Vermont Telephone Company – Vermont Telephone Company
srcaccess.net – Santa Rosa Telephone Company
mail.4wbi.net – Westphalia Telephone Company / …
Turnaround time External links:
What is TURNAROUND TIME – The Law Dictionary
ECO | C-Port – Minimize Port Turnaround Time
Turnaround Time on Counties Searched – Sentry Title
Virtual private server External links:
Orange Geek | Virtual Private Server Hosting
virtual private server – Wiktionary
Virtual Private Server (VPS) Hosting – Evolve IP
Web service External links:
MSU Police Web Service
Free BIN/IIN Lookup Web Service – binlist.net
WebRouter Web Service – IBM