SLAs Toolkit

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Ensure teams short term and long term goals are achieved, SLAs are established, coordinated, enforced, and achieved and work closely with Strategic Sourcing office to ensure appropriate availability of contingent staff, enforcement of operational goals and SLAs.

More Uses of the SLAs Toolkit:

  • Analyze metrics and collected Metadata to determine the performance of Video Services across the enterprise and develop Corrective Action plans to ensure Video Services meet or exceed Service Level Agreements (SLAs).

  • Formulate: IT Operations team is critical to the success of achieving the highest level of availability and resiliency for your enterprise platform in accordance with your SLAs.

  • Steer: monitor network performance and take steps to ensure efficiency and up time requirements are met in order to maintain strict client SLAs for application delivery / high availability.

  • Be in charge of IT Change Management and maintains relevant service contracts, SLAs, and Vendor Relationships to deliver a high level of support and ensures timely deployment of software and firmware patches.

  • Ensure Service Delivery meets the business requirements of the sourcing strategy (based on defined SLAs) and align Service Delivery capacity to business demands, while managing Customer Satisfaction.

  • Develop Service Level Agreements (SLAs), create performance dashboards and tools to report on metrics, conduct routine vendor review, track contract renewal dates, conduct rounding and/or periodic spot checks on service, etc.

  • Confirm your organization develops and presents metrics/status to executive leadership via dashboards, monthly statistics, operational reports; ensuring a tight monitoring and follow up to meet target KPIs, SLAs, and end user Performance Metrics.

  • Oversee: client delivery support providing timely and accurate reporting and creating and delivering insights to clients with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

  • Make sure that your operation leads the planning and design of all relevant ITSM Process Improvement and changes Partner to deploy a SIAM Operating model to effectively achieve desired SLAs and Service Delivery outcomes in a multi vendor environment.

  • Make sure that your operation develops and implements IT Service Delivery standards, metrics, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), documentation, communications, and training.

  • Confirm your design ensures that any new network designs can operating efficiently and optimal, and still ensure that all Service Level Agreements (SLAs) and CMMC requirements are achieved.

  • Formulate: consistently achieve results by creating and maintaining processes and support documentation to detail IT performance against defined SLAs and KPIs and providing timely reporting.

  • Organize and prioritize work for the Service Desk team to ensure critical issues are being addressed in an acceptable timeframe and in compliance with internal SLAs.

  • Manage: track and report the performance of operations by collecting and monitoring metrics and ensuring that performance aligns with defined business targets or SLAs.

  • Ensure service uptime is prioritized and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLAs and reporting metrics in place.

  • Confirm your organization facilitates partnership meetings with key vendors and internal stakeholders to ensure alignment of delivery, direction, and SLAs to the Business Needs.

  • Confirm your venture performs deep dive research on missed SLAs Partners with the vendor to drive Continuous Improvement resulting in improved service and/or lower cost.

  • Ensure that all Service Level Agreements (SLAs) for information technology services across your organization are delivered according to specifications.

  • Assure your organization maintains day to day Service Desk operations; accountable for overall adherence of defined SLAs, and all Key Performance Indicators (KPIs) and metrics.

  • Ensure service is delivered in line with agreed upon targets; Compliance Controls, procedures, quality audits, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

  • Gather, analyze and report metrics to Vendor Management management and Key Stakeholders on identified SLAs, regulatory metrics and Key Performance Indicator surveys related to vendor performance.

  • Initiate: monitor and report on performance and client satisfaction on a frequency agreed with merchants (typically monthly or quarterly) to demonstrate performance against SLAs.

  • Transform functional requirements into detailed Technical Designs that translate to actionable development tasks in order to write effective acceptance criteria for stories.

  • Direct: key stakeholder in developing standards for an effective Service Integration and Management (siam) team to manage outcomes and end to end SLAs effectively in a multi vendor environment.

  • Direct: partnership with the Network Operations team, for definition, refinement, monitoring and implementation (via proper designs) of the expected by business network SLAs and KPIs.

  • Manage Service Desk staff to assure appropriate coverage to meet Business Needs and Service Level Agreements (SLAs) to achieve excellence in Customer Service and satisfaction.

  • Organize: monitor and track compliance to IT incident tracking system to ensure compliance to Service Level Agreements (SLAs), quick resolution of problems and communicate with users on resolution and follow up activities as appropriate.

  • Drive Operational Excellence and efficiency through objective and measured quantitative analytics using SLAs and key metrics in each department.

  • Confirm your operation performs complex software/hardware troubleshooting, patches and re installations in cooperation with the Helpdesk and accordance with established SLAs.

  • Methodize: regularly review the attainment of Service Levels (SLAs) and drive the service owners/managers and team leads to deliver at the committed quality.


Save time, empower your teams and effectively upgrade your processes with access to this practical SLAs Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any SLAs related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated SLAs specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the SLAs Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which SLAs improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Do several people in different organizational units assist with the SLAs process?

  2. Has implementation been effective in reaching specified objectives so far?

  3. If you do not follow, then how to lead?

  4. When information truly is ubiquitous, when reach and connectivity are completely global, when computing resources are infinite, and when a whole new set of impossibilities are not only possible, but happening, what will that do to your business?

  5. Do you know what you are doing? And who do you call if you don't?

  6. How do you manage SLAs risk?

  7. How can you become the company that would put you out of business?

  8. How do you prevent mis-estimating cost?

  9. Are there competing SLAs priorities?

  10. Should you invest in industry-recognized qualifications?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the SLAs book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your SLAs self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the SLAs Self-Assessment and Scorecard you will develop a clear picture of which SLAs areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough SLAs Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage SLAs projects with the 62 implementation resources:

  • 62 step-by-step SLAs Project Management Form Templates covering over 1500 SLAs project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all SLAs project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the SLAs project team have enough people to execute the SLAs project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed SLAs project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete SLAs Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 SLAs project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 SLAs project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any SLAs project with this in-depth SLAs Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose SLAs projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in SLAs and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make SLAs investments work better.

This SLAs All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.