TEM SLAs & XLAs: Measuring Vendor Performance and Driving Operational Outcomes
Monday , April 25th – 2:15pm
SLAs aren’t just about penalties anymore. Let’s discuss the way we look at Service and Experience Level Agreements (SLAs and XLAs) and how to design them as a framework for a successful partnership. It’s no secret that TEM and IT programs are put in place to meet defined goals and outcomes and SLAs / XLAs should be an integral part in ensuring that both customer and vendor are driving towards those successful outcomes. Too often SLAs are looked upon by both customer and vendor as a simple control to ensure minimum service levels rather than a mechanism to drive expected behavior and outcomes. In this session, we’ll talk about building a successful SLA/XLA framework designed to drive program outcomes and vendor behavior. We’ll discuss how SLAs, Statements of Work, and vendor operating procedures all work together to drive those desired outcomes and a successful TEM / IT program.