Service Level Manager

9	MARKETING THE SERVICE LEVEL AGREEMENT

This chapter covers the importance of marketing the SLA and some common approaches that can be taken.

THE IMPORTANCE OF MARKETING THE SERVICE LEVEL AGREEMENT

Service providers are dependent on their internal support teams as well as on external partners or suppliers. The service provider cannot commit to meeting service levels unless their internal support teams’ and suppliers’ performance underpins these service levels. Underpinning contracts with external suppliers are mandatory, but many organisations have also recognised the benefits of having simple agreements with their internal support teams.

It is important that the service provider builds trust and respect with the business, especially ...