A service-level arrangement (SLA), an important part in business consulting, is often used as a link between a company’s operations and customers. It provides the information that each party needs to achieve their goals.
SLAs protect the end-user and the service provider, by establishing standards and targets. They also establish consequences for not meeting these expectations. SLAs also allow businesses to create key performance metrics that can be used to identify areas that do not meet their strategic goals.
The SLA will define all services that are covered in a particular contract, along with any exclusions and details on turnaround times. The contract should also include a list of metrics to be used in measuring the service provider’s performance.
Metrics must be easy to collect and reflect only those factors that the service provider can reasonably control. They should also be set up with a reasonable base, so they can be refined as time goes on.
KPIs are metrics that measure how well an organization is performing with respect to its primary goals. It http://royston-consulting.com/generated-post-2/ can help the business determine whether it is veering off course, which is a problem that is common with small businesses.
