3.16 : Define Service Level Agreements (SLAs)
Objective
Define the level of service standards provided to the customer during Operations and Maintenance (O&M).
View Lessons LearnedRecommended Best Practices
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Shared
Review Target State Concept of Operations and roles and responsibilities for O&M services
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Shared
Review and discuss existing provider service level metrics to determine if there need to be adjustments. All service level metrics must align, and not conflict with, the metrics included in the Federal Integrated Business Framework (FIBF) Performance Measures
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Shared
Identify additional service level metrics based on objective, clearly-defined, and measurable criteria, in alignment with the Federal Integrated Business Framework (FIBF) Performance Measures
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Shared
Gain stakeholder buy-in on metrics that will be used post-migration to measure O&M performance as part of the performance management strategy
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Shared
Define performance management capabilities, processes, and tools
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Shared
Finalize service level metrics, targets, and remediation or issue resolution policies, in alignment with the Federal Integrated Business Framework (FIBF) Performance Measures
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Shared
Report updates in governance meetings, and Status Reports/Dashboards, informing QSMOs as necessary
3.16 Lessons Learned
- Include services and systems with identified target metrics in your SLAs
- Review Provider Agreements, SLAs, and Life Cycle Cost Estimate (LCCEs) for any potential updates that may be required
- Set up the SLA to foster a mutually beneficial relationship. Make sure that both the provider and customer are clear on expectations of success defined in Activity 1.6
Stakeholders
Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.Customer
- Executive Sponsor
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
- Functional Lead
- Technical Lead/Solution Architect
- Technical SME
- Functional SME
Provider
- Executive Sponsor
- Business Owner
- Program Manager
- PMO Lead
- PMO Team
- Functional Lead
- Technical Lead/Solution Architect
- Technical SME
- Functional SME
Inputs
- Target State Concept of Operations
- Provider Agreement
- Federal Integrated Business Framework (FIBF) Performance Measures
Outputs
- Service Level Agreements (SLAs)
- Status Reports/Dashboards
