Service Level Agreement Toolkit

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Save time, empower your teams and effectively upgrade your processes with access to this practical Service Level Agreement Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Service Level Agreement related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Service Level Agreement specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Level Agreement Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 995 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Level Agreement improvements can be made.

Examples; 10 of the 995 standard requirements:

  1. Are the contractual agreements appropriate in type, scope and level of detail for the protection requirements of the data and the applications connected with the cloud service usage?

  2. Is there a list of assets (equipment, hardware and software) including age, obsolescence, possible replacement parts, warranty information and service level agreement information?

  3. Can blockchains improve the transparency of the billing process and SLA compliance of cloud service providers, and therefore reduce the need for a customer to trust the provider?

  4. Does the agreement set out service levels, response and resolution times, levels of acceptable downtime, and levels of problem escalation that are acceptable to the customer?

  5. Have you checked to see what security safeguards are included in your Service Level Agreement with your ISP, Web Host, Web Developer (and other e-service providers)?

  6. Does the service providers Terms of Service or SLA include service levels for patch and vulnerability management that includes a defined the maximum exposure window?

  7. What are service level (uptime/downtime) guarantees for power availability, network availability, hardware availability and (if applicable) application availability?

  8. Do you have a formal service-level agreement (SLA) with the end customer that includes an explicit commitment to a certain level of application or service quality?

  9. What are the processes, procedures and SLAs for implementing and maintaining cloud to on-premise, cloud to cloud as well as on-premise to on-premise integrations?

  10. Are there formal mechanisms, as Service Level Agreements, meeting minutes and work request records that assist in liaison with sub-contractors and customers?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Service Level Agreement book in PDF containing 995 requirements, which criteria correspond to the criteria in...

Your Service Level Agreement self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Service Level Agreement Self-Assessment and Scorecard you will develop a clear picture of which Service Level Agreement areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Service Level Agreement Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Service Level Agreement projects with the 62 implementation resources:

  • 62 step-by-step Service Level Agreement Project Management Form Templates covering over 1500 Service Level Agreement project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Human Resource Management Plan: Are internal Service Level Agreement project status meetings held at reasonable intervals?

  2. Quality Metrics: Is there a set of procedures to capture, analyze and act on quality metrics?

  3. Procurement Audit: Were no tenders presented after the time limit accepted?

  4. Team Operating Agreement: Do you ask participants to close laptops and place mobile devices on silent on the table while the meeting is in progress?

  5. Change Request: How are the measures for carrying out the change established?

  6. Cost Management Plan: Is there anything unique in this Service Level Agreement projects scope statement that will affect resources?

  7. Risk Audit: Can assurance be expanded beyond the traditional audit without undermining independence?

  8. Procurement Audit: Does an appropriately qualified official check the quality of performance against the contract terms?

  9. Activity Duration Estimates: How can others help Service Level Agreement project managers understand your organizational context for Service Level Agreement projects?

  10. Activity Duration Estimates: After how many days will the lease cost be the same as the purchase cost for the equipment?

 
Step-by-step and complete Service Level Agreement Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Service Level Agreement project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Service Level Agreement project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Service Level Agreement project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Service Level Agreement project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Service Level Agreement project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Service Level Agreement project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Service Level Agreement project with this in-depth Service Level Agreement Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Service Level Agreement projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Service Level Agreement and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Level Agreement investments work better.

This Service Level Agreement All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.