{"id":2922,"date":"2017-02-02T16:11:51","date_gmt":"2017-02-02T16:11:51","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=2922"},"modified":"2022-08-24T18:00:38","modified_gmt":"2022-08-24T18:00:38","slug":"creating-effective-service-level-agreements-for-shared-services-2","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2017\/02\/creating-effective-service-level-agreements-for-shared-services-2\/","title":{"rendered":"Creating Effective Service Level Agreements for Shared Services"},"content":{"rendered":"

Service Level Agreements (SLAs) are a common tool used during the implementation of Shared Services to set service and performance expectations with operating units. \u00a0Over time, the focus and structure of SLAs may change or, in some cases, the use of SLAs may be discontinued. Many factors influence the best type of SLA to use within a Shared Services operation, including company culture, maturity of the process area, and the type of relationship that exists with internal customers and stakeholders.<\/span><\/p>\n

A number of PeercastsTM<\/sup> in the Shared Services Leadership research area<\/a> have featured member companies sharing their approach to designing and implementing Service Level Agreements.\u00a0 One of these discussions highlighted their efforts to create simple, straightforward SLAs with the participation of the stakeholders of each operating unit.\u00a0 Here is the sequence of steps that were followed:<\/span><\/p>\n