Define a service level agreement

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Reference no: EM133380550

Assignment:

The BIFM KPI register includes the following introductory statement;

'The measurement of management effectiveness has become increasingly reliant in recent years on KPIs, which reflect the salient success factors against given objectives. The Service Level Agreement (SLA) has also become part of the facilities manager's lexicon (dictionary/ glossary), which when populated with KPIs provides a framework from which to measure the success of the activities against the stated objectives'.

Part a) Define a service level agreement, identify the contents of such an agreement and suggest the benefits of using SLA's to define current customer requirements and service provider obligations.

Part b) Explain the different ways in which performance standards may be defined within an SLA, giving examples of the different approaches.

Reference no: EM133380550

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