ervice level agreements (SLAs) are an important part of the competitive bid process for IT outsourcing services. By including an SLA in the RFP, the customer can ensure that all vendors are proposing to provide the same level of service. This makes it easier for the customer to compare the proposals and to select the vendor that best meets their needs.
Once the customer has selected a vendor, they need to manage the SLA to ensure that the vendor is meeting its obligations. This includes the following steps:
- Monitor the SLA performance. The customer should track the vendor’s performance against the SLA metrics, such as uptime guarantees, response times, and resolution times.
- Report on SLA performance. The customer should regularly report on SLA performance to senior management. This will help to ensure that the SLA is meeting the needs of the business.
- Escalate SLA issues. If the vendor is not meeting its obligations under the SLA, the customer should escalate the issue to the vendor’s management. The customer may also need to take other steps, such as pursuing the remedies that are specified in the SLA.
MCQs and Answers
Q1. What is the purpose of SLA management?
(A) To ensure that the vendor is meeting its obligations under the SLA (B) To monitor the SLA performance (C) To report on SLA performance (D) To escalate SLA issues (E) All of the above
Answer: (E)
Q2. What are some common SLA metrics?
(A) Uptime guarantees (B) Response times (C) Resolution times (D) All of the above
Answer: (D)
Q3. What should the customer do if the vendor is not meeting its obligations under the SLA?
(A) Try to resolve the issue directly with the vendor (B) Escalate the issue to the vendor’s management (C) Pursue the remedies that are specified in the SLA (D) All of the above
Answer: (D)
Q4. What is the best way to monitor SLA performance?
(A) Use a service desk to track SLA performance and to resolve any issues that arise. (B) Meet with the service provider regularly to discuss the SLA and to identify any areas where improvement is needed. (C) Review the SLA performance reports on a regular basis. (D) All of the above
Answer: (D)
Conclusion
SLA management is an important part of ensuring that the customer is getting the level of service that they expect from the vendor. By following the SLA management process, the customer can identify and resolve any SLA issues early on.