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Stage
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Explanation / Notes
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1.
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Get the background data |
- Establish your needs and priorities. Define current gaps.
- Ask the supplier to give you details of service performance in similar projects
- Take a reality check
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2.
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Agree on the scope and purpose |
- Before getting into detail, check that you and the supplier agree about the role of the SLA
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3.
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Establish the code for working together |
- Agree on the process you will work to in reaching an agreement - agreeing responsibilities, schedules etc
- Also agreeing a "working culture" is key
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4.
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Develop and refine the agreement |
- This is about the detail of the SLA which will involve proposing, debating, refining and negotiating
- The output is a detailed draft
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5.
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Generate "buy-in" |
- All stakeholders review the draft, provide feedback
- Negotiation and agreement on final document
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6.
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Complete pre-implementation tasks |
- This involves developing the tracking and reporting processes and establishing the communication network
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7.
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Implement and manage |
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