Leveraging Service Level Agreements for Success

Published On:

January 06, 2020

Authored By:

APQC

Members-Only Content:

Service level agreements (SLA) play a critical role in governing the relationship between the customer and supplier of a service and can be leveraged any time that quantifiable, performance-based services are being provided. Any flaws in an SLA can have a significant impact down the line: An SLA full of hazy, misaligned metrics or vague descriptions of services could give either party the ability to plead ignorance about the terms or engage in creative interpretations about what the agreement entails.

This article provides an overview of the most common uses for SLAs, their key components, and a list of best practices to ensure that service providers and clients both get what they expect from an SLA.

Type:

Articles

Topics:

Service Quality, Finance and Accounting, Shared Services

Available Tools:

APQC Process Classification Framework (PCF)

Assessments

Leveraging Service Level Agreements for Success

Related Resources

The Latest Trends and Performance Levers for HR Shared Services Organizations

The Latest Trends and Performance Levers for HR Shared Services Organizations

HR Shared Services Key Benchmarks: Cross-Industry

HR Shared Services Key Benchmarks: More Than $20 Billion Revenue

HR Shared Services Key Benchmarks: 50,000 - 480,000 FTEs

The Current State of HR Shared Services

HR Shared Services Key Benchmarks: $500 Million to $5 Billion Revenue

HR Shared Services Key Benchmarks: Less Than 10,000 FTEs

HR Shared Services Key Benchmarks: HRSSOs in Existence for Less than Five Years

HR Shared Services Key Benchmarks: $5 Billion to $20 Billion Revenue

HR Shared Services Key Benchmarks: 10,000 - 50,000 FTEs

HR Shared Services Key Benchmarks: HRSSOs in Existence for More than Five Years