Measuring Service Level Agreements- Mutual Expectations

Service Level Management is a formal way for setting customer expectations BEFORE the customer has the need to request service. It is a methodology for introducing and implementing reasonable expectations between you and the customers you support. These are most often contained in a document called a Service Level Agreement (SLA). The SLA establishes a two-way accountability for service, which is negotiated and mutually agreed upon. It is really a contract that documents operational and interpersonal relationships, establishes mutual expectations, and provides a standard to measure performance.

Without SLAs in place, you are effectively telling your customers that you will provide support to them, at any time, under any conditions, without any limitations to the systems and services they have. However, this is not the worst part. The worst part is that you cannot possibly ever meet your customers’ service expectations because every customer will have a different expectation and that expectation will change every time they call.

Here is a great White Paper on Implementing Service Level Agreements. See https://www.givainc.com/white-papers/index.htm 

Select Implementing Service Level Agreements: "The Critical Element in Service Delivery"

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms