Service Level Agreement Policy Template with Sample Metrics

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Service Level Agreement Policy Template with Sample Metrics - Service Level Agreement Policy Template  is a nine page policy for a single application,  It defines specific SLAs and metrics that are both internally and externally focused. The sample contain over 70 possible metrics presented graphically in PDF format.

The table of contents for the policy template is as follows.

Service Level Agreement For The Application

• Overview
• Three-Tier Environment
• Service Level Agreement (SLA)
  • Internal IT SLAs
    • Hardware/Network Maintenance
    • Backup and Recover
    • Application Administration
    • Application Updates
  • External SLA
    • IT Obligations
    • End User Obligations
• Sample Metrics

The sample metrics are provided in PDF format.  Click on the small image below to see one page of the PDF file with the bookmarked outline of the document showing the classification of the 70 metrics depicted graphically.

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KPI Metrics, Service Level Agreement & Outsourcing Job Descriptions

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IT organizations turn to outsourcing in order to reduce costs, to offload applicationmaintenance, offload help desk operations, or obtain expertise. The typical outsourcing engagement  is governed by a contract setting the terms and conditions between the client and outsourcer for the duration of their relationship. To measure whether that relationship is working, and how well, Service Level Agreements are established.

A Service Level Agreement (SLA) is a critical component of any outsourcing project. It defines the boundaries of the project in terms of the functions and services that the service provider will give to its client, the volume of work that will be accepted and delivered, and acceptance criteria for responsiveness and the quality of deliverables.

At the heart of an effective SLA are performance metrics and they are driven by key members of the IT staff.  The tasks associated with that are included in the job descriptions in this bundle.

Chief Data Officer Chief Experience Officer VP Administration VP Strategy and Architecture Digtal Brand Manager Director IT Management and Control Manager Contracts and Pricing Manager Controller Manager KPI Metrics Manager Metrics Manager Outsourcing

Manager Service Level Reporting Manager Social Networking Manager Vendor Management Key Performance Indicator Analyst Metrics Measurement Analyst Quality Measurement Analyst SEO Specialist System Administrator Linux System Administrator Unix System Administrator Windows Wi-Fi Network Administrator