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M3 Playbook > Phase 3: Engagement > 3.16 Define Service Level Agreements (SLAs)

3.16 Define Service Level Agreements (SLAs)

Process and Service Delivery

Task Activities

  1. Shared

    Review Target State Concept of Operations and roles and responsibilities for O&M services

  2. 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

  3. 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

  4. 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

  5. Shared

    Define performance management capabilities, processes, and tools

  6. Shared

    Finalize service level metrics, targets, and remediation or issue resolution policies, in alignment with the Federal Integrated Business Framework (FIBF) Performance Measures

  7. Shared

    Report updates in governance meetings, and Status Reports/Dashboards, informing QSMOs as necessary

3.16 Best Practices

  • 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

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

Outputs

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