service level agreements
Setting up a an SLA ? Looking for Lessons Learned? Here are some pointers..
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Over the last couple of years I've attended a number of shared services exchanges on this topic (and I've implemented a few SLA's) ... Here are some of the key takeaways or findings you might find useful if you're looking to set up an Service Level Agreement or a set of 'Standards' in your newly formed shared service centre.
Service Level Agreements/Standards: