How to Establish Service Level Agreements
level agreement (SLA) is an excellent mechanism for
managing expectations, enhancing communications, clarifying
responsibilities, and providing an objective basis for
assessing service effectiveness.
But Beware ...
Establishing an SLA is a complex undertaking that can
create bigger problems than those it is trying to
My SLA handbook, guides, FAQ page, and articles, which draw from 15+ years of SLA consulting and training internationally, focus on:
What a service level agreement realistically can and cannot accomplish I offer the following:
What makes a service level agreement work well
The key elements of an SLA and their functions
How to plan, develop, and manage an SLA
The types of wording to use (or avoid) in an SLA
How to avoid the pitfalls that cause so many SLAs to fail
What to look for in critiquing a service level
What you must do to be successful in establishing
your own SLA
My 172-page handbook, How to Establish Service Level
Agreements, will help you create and manage SLAs and
avoid the flaws and failures so many organizations have
experienced. (pdf format)Please contact me by
for any additional
Why SLAs Fail and How to Make Your
Succeed describes key contributors to the failure of
a service level agreement effort, and offers guidelines
and recommendations for a successful outcome.
How to Evaluate Your Service Level Agreements
provides a comprehensive list of criteria for assessing
and strengthening your SLA documents.
An SLA Template and How to Use It
provides an SLA template and detailed information on
each of the elements in the template. (All are in pdf format.)
SLA quick review: I can do a one-hour review of
your draft or operational service level agreements, and provide feedback
and recommendations by email. Contact me by
if you'd like additional information.
SLA FAQ page:
This page lists questions that my service level agreement clients have asked.
You're welcome to download and circulate my articles on
establishing service level agreements.
My newsletter, Perceptions & Realities, features
articles on SLAs, as well as on managing expectations,
communication skills, relationship building, teamwork, and related topics.
You're welcome to print as many copies of each newsletter as you'd like.
info: Are you satisfied with your ability to
manage customer expectations and build trusting,
supportive relationships? If not, perhaps these products
Randolph, Mass., USA
Copyright © 2014 Karten Associates. All rights reserved.