A SIMPLE CRE SLAA SIMPLE CRE SLAOR

A GUIDE TO CRE SATISFACTION

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A SIMPLE CRE SLAA SIMPLE CRE SLA

A service-level agreement (SLA) is simply a

document describing the level of service expected

by a customer from a supplier, laying out the

metrics by which that service is measured, and the

remedies or penalties, if any, should the agreed-

upon levels not be achieved.

- SLA Definitions | CIO

© 2015. ALL RIGHTS RESERVED 07 JAN 15

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A SIMPLE CRE SLAA SIMPLE CRE SLA

ASSUMES EVERTHING CAN BE MEASURED

DEVELOPS METRICS FOR TIME, COST & QUALITY

YIELDS SATISFACTION WHEN FULFILLED

SUPPORTS ENTERPRISE SUCCESS

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© 2015. ALL RIGHTS RESERVED 07 JAN 15

A SIMPLE CRE SLA:A SIMPLE CRE SLA:

STARTS BY DOCUMENTING A PROCESS CLIENT SIDE

25 DAYS 12 DAYS 28 DAYS 7 DAYS

40 DAYS 3 DAYS

PROVIDER SIDE

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© 2015. ALL RIGHTS RESERVED 07 JAN 15

A SIMPLE CRE SLAA SIMPLE CRE SLA

DEVELOPS THE MEASURES

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A SIMPLE CRE SLA:A SIMPLE CRE SLA:

ASKS FUNDAMENTAL QUESTIONS -

SUCH AS WHO, WHAT, HOW, WHEN & WHY

PRODUCES METRICS THROUGH DATA

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A SIMPLE CRE SLA:A SIMPLE CRE SLA:

ILLUSTRATES HOW LONG, MUCH & GOOD

BUILDS UPON REPETITIVE SAMPLING

YIELDS QUARTERLY PERFORMANCE SHOTS

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A SIMPLE CRE SLA:A SIMPLE CRE SLA:

BREAKS PROCESS INTO SMALL BITES

CAN BE UNDERSTOOD EASILY BY ANYONE

MEASURES QUANTITATIVE & QUALITATIVE ISSUES

TASK/PROCESS BYFREQUEN

CYNOTE

SSCOR

E

© 2015. ALL RIGHTS RESERVED 07 JAN 15

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A SIMPLE CRE SLA:A SIMPLE CRE SLA:

REVEALS FULFILLMENT

IDENTIFIES STRENGTHS

HIGHLIGHTS NEEDS

BUILDS RAPPORT

PROVIDES SATISFACTION

© 2015. ALL RIGHTS RESERVED 07 JAN 15