Excerpt from How to Establish Service Level …

1 Excerpt from How to Establish Service Level Agreements NAOMI KARTEN +1-781-986-8148 2003 Naomi Karten. All rights reserved Table of Contents _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. CONTENTS IN DETAIL Introduction About the i Objectives of this ii Framework of this .. iii iv Permission to use samples and iv 1. Service Level Agreements: Role and Key Features Chapter Case study to set the Recommendations from the case What a Service Level agreement What a Service Level agreement is not .. The parties to an Key participants in establishing an Variations in SLA Why bother? Benefits of an Five categories of benefits .. The role of the SLA in reducing How long should an SLA be?.. How long should an SLA take to Establish ?.

2 How long should an SLA remain in effect?.. When not to Establish an How to make an SLA fail!.. Remember the human 2. The SLA Document and Process at a Glance Chapter The SLA document vs. the SLA The key elements of the SLA The functions of the key A template What to place in an Possible additional SLA Elements of a contractual The SLA process in SLA process: Critical initial SLA process: Development Table of Contents _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. CONTENTS IN DETAIL (cont.) 3. Exercise 1: Evaluate a Sample agreement Chapter How to evaluate this Sample Observations about this SLA evaluation: an important Evaluation 4. The Service Elements of an SLA Chapter Overview of the Service Service element #1: Context-setting Examples of context-setting Service element #2: Description of Do you have a Service description?

3 Is your Service description clear?.. Service element #3: Service Service standards from everyday A lesson about the risks of Service Five categories of Service Examples of the five Caveats about selecting Service Ingredients of a Service standard .. Analysis: Service standard # Analysis: Service standard # Excerpts from Service Service dependencies and Service Examples of Service Escalation paths and Division of responsibilities .. Examples of division of Real-time Service 5. The Management Elements of an SLA Chapter Overview of the management Management element #1: Service tracking & What to track: objective measures .. What to track: subjective perceptions .. Focus on patterns of Service Recommendations for Service Planning Service Table of Contents _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved.

4 CONTENTS IN DETAIL (cont.) 5. The Management Elements of an SLA (continued) Recommendations for Service Examples of Service tracking and Sample Sample report: points worth Management element #2: Periodic The objectives of a periodic Methods of conducting a periodic Periodic review Periodic review Periodic review Management element #3: Change Creating a change Examples of change 6. Exercise 2: Evaluate a Sample agreement Chapter How to use this Evaluation criteria: another Sample Observations and 7. Critical Initial Steps Chapter Step 1: Assess whether an SLA is Step 2: Ensure management Step 3: Designate SLA Why this role is so Attributes of an SLA Responsibilities of an SLA Questions regarding SLA Step 4: Provide SLA Who and how to Topics for an overview 8.

5 Development Checklist Chapter Step 1: Assess current Assessment advice for Assessment advice for Table of Contents _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. CONTENTS IN DETAIL (cont.) 8. Development Checklist (continued) Step 2: Gather customer Guidelines for gathering Sample feedback-gathering Step 3: Ensure agreement about the Step 4: Develop a draft First develop the big Select a meeting Development Step 5: Solicit feedback from Guidelines for soliciting reviewer Step 6: Implement and manage the Finalize the agreement .. Complete pre-implementation Conduct a Guidelines for conducting a Sign the Manage the Responsibilities in managing an Advantages and disadvantages of Web-based 9. My services and Resources Chapter SLA services and.

6 Training in how to Establish Overview of services and Introduction _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. i ABOUT THE AUTHOR I ve always been fascinated by human behavior. Drawing from my and in psychology, and extensive experience in technical and management positions, I ve presented seminars and keynotes to more than 100,000 people internationally. My training, consulting, presentations, and writings have helped organizations and groups improve customer satisfaction, improve provider/customer relationships, strengthen teamwork, and manage change. I m the author of Managing Expectations: Working With People Who Want More, Better, Faster, Sooner, NOW!, a book which offers a serious, light-hearted look (yes, both!) at expectations in the workplace and how to manage them better. My book, Communication Gaps and How to Close Them, describes how to use communica-tion as a tool to build relationships, strengthen teamwork, manage change, deliver superior Service , and deal with everyday misunderstandings.

7 My newsletter, PERCEPTIONS & REALITIES, offers ideas and advice on how to deliver superior Service and build win-win relationships. Readers have described the newsletter as lively, informative, and a breath of fresh air. I ve also published more than 300 articles in business and trade publications and websites. I m a member of the National Speakers Association, and for three years was editor of NSA s news-letter for international speakers. My eBooks include: How to Establish Service Level Agreements Why SLAs Fail and How to Make Yours Succeed How to Critique and Strengthen Your SLAs An SLA Template and How to Use It How to Survive, Excel and Advance as an Introvert Changing How You Communicate During Change 40 Frequent Feedback-Gathering Flaws and How to Fix Them How to Profit (Quickly!) by Writing a Handbook My website ( ) is regularly updated with articles on such topics as managing expectations, improving customer satisfaction, strengthening teamwork, managing change, and gathering customer feedback.

8 I invite you to take a look. I m an avid downhill skier who has taken numerous trips to the Rockies and the Alps. My husband and I enjoy helping friends and colleagues plan ski trips to faraway places. Introduction _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. ii OBJECTIVES OF THIS BOOK A Service Level agreement (SLA) is an excellent mechanism for creating a common understanding between a Service provider and its customers about services and Service delivery. It is a communication tool that helps to manage expectations, clarify responsi-bilities, and provide an objective basis for assessing Service effectiveness. However, establishing a successful Service Level agreement can be a complex under-taking, and it is not the solution to every problem. If established in the wrong way or for the wrong reasons, it can create bigger problems than those it is trying to solve.

9 This book will help you understand SLAs and prepare you to create your own SLA by: Discussing what an SLA is and what it is not Describing what makes a Service Level agreement (SLA) work or fail to work Explaining how a Service Level agreement can help to improve communications, manage expectations, and build the foundation for a win-win relationship Outlining the key elements of an SLA and their functions Providing detailed guidelines for planning, developing and managing an SLA Enabling you to critique an existing SLA or one that is under development Introduction _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. iii FRAMEWORK OF THIS BOOK This book is divided into 8 chapters. Here is a view of the structure by chapter: # TITLE FOCUS 1 SLA: Role and Key Features An overview of what an SLA is, its benefits, the parties to an SLA, and related information 2 The SLA Document and Process at a Glance Overview of the SLA document and the process of establishing an SLA 3 Exercise 1: Evaluation of a Sample agreement An exercise that develops skill in evaluating an SLA, highlights common flaws in SLAs, and sets the stage for the information in Chapters 4 and 5.

10 4 & 5 The Service Elements The Management Elements Descriptions and examples of three Service Elements and three Management Elements that are key to a successful SLA 6 Exercise 2: Evaluation of a Sample agreement An SLA that offers an opportunity to gain experience in critiquing an SLA using the information provided in the preceding chapters 7 & 8 Critical Initial Steps Development Checklist Guidelines for establishing an SLA, presented in the form of four critical initial steps and six steps that comprise the development process Introduction _____ Establishing Service Level Agreements 2003 NAOMI KARTEN All rights reserved. iv DISCLAIMER This handbook focuses on the Service Level agreement as a communication tool and an expectations-managing mechanism. No claim is made that a Service Level agreement that you Establish as a result of this book will legally protect you or your organization.