A guide to preparing Service Level Agreements with practical examples.
Possibly the best known definition of an SLA is that of Hiles (Institute of Management Checklist 007, Implementing a Service Level Agreement.):‘An agreement between the provider of a service and its users, which quantifies the minimum quality of service which meets business needs.’ The term ‘customer’ is often applied, as in this handbook, to refer to the user of a service.
Return to Developing and Managing Contracts topic.
Contract life cycle management “is the process of systematically and efficiently managing contract creation, execution and analysis for maximising operational and financial performance...
Find out more
To quote the CIPS Position Statement, framework arrangements are becoming more popular as they represent a 'smarter' way of purchasing than placing 'one-off' orders for recurrent...
This Knowledge Now discusses why the return on investment from marketing spend is a hot topic for procurement.