M3 Playbook > Phase 5: Operations > 5.9 Monitor and Update Service Level Agreements (SLAs)
5.8 Manage Integrated Contact Center
5.9 Monitor and Update Service Level Agreements (SLAs)
Process and Service Delivery
Objective
Update the agreement on the level of service provided by the provider to the customer during operations and maintenance (O&M) for a defined period of time.
View Best PracticesTask Activities
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Shared
Create reports based on ongoing tracking/managing of performance against established Service Level Agreements (SLAs)
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Shared
Identify any gaps between customer service level requirements and provider capabilities
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Shared
Update SLAs according to the new operational and financial terms and conditions (i.e., timing of services, cost for services, payment terms)
5.9 Best Practices
- Ensure proper monitoring of SLAs where both customer and provider responsibilities are clearly defined
- Work collaboratively across the provider and customer to identify and capture the appropriate performance metrics and targets (SLAs include customer defined performance measures with associated targets inclusive of metrics to monitor customer responsiveness and quality)
- Review Provider Agreements, SLAs, and Life Cycle Cost Estimate (LCCEs) for any potential updates that may be required
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
- Service Level Agreements (SLAs)
Outputs
- Service Level Agreements (SLAs)
