What are the best practices for implementing SLAs effectively?
Definition alignment thinking about data point for reporting. The biggest challenge in the IT SLA’s today there are only principles of agreements and the contracts are signed . Simple example is Incident Resolution SLA , First Contact Resolution … The toughest challenge I faced is when reporting what constitutes a FCR after the contract is signed . There are always two perspectives and to add spices to the same the reportability of this metric is the thoughest. So people make there own assumptions and start calibrating. Another point Provider & Consumers agree on the resolution SLA and don’t discuss on the hold / pending statuses . But the systems are calibrated for the same . One more point is End to End SLA gets agreed but the time in queue gets measured . So the simple best practice include system calibration and data collection point in SLA definitions .
The second part is both providers and consumers are heavily focussed on managing the exceptions for breaches . We agree the disputed area of 5 % exists between both the parties . Both the parties are adamat on their stance . This results in we just focussing on reporting exceptions and managing exceptions rather than improving the quality of services .
The two points I mentioned are the behavioural best practices for implementing SLAss
@Murty_Kotra : Thanks a lot for super valuable insights:) So true, lot of missing points highlighted in SLA process and importance to focus on QoS.