To enable growth while managing risk for your business on service levels, apply the following approach:
Simply, service levels are about the results from services.
How do I talk about results?
“We want predictability in our business. All teams need predictability around these services, which is what these service levels need to represent.”
How do I act on this?
Use these 5 key negotiation points
- Standards for performance
- Ongoing benchmarking and adjustments
- Remedies and credits for failures
- Service governance
- Measurement intervals and tools