{"id":919,"date":"2013-01-10T13:24:59","date_gmt":"2013-01-10T13:24:59","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=919"},"modified":"2022-07-13T19:14:38","modified_gmt":"2022-07-13T19:14:38","slug":"service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/","title":{"rendered":"Service Level Agreements for Shared Services \u2013 When and Why to Use Them"},"content":{"rendered":"<p>Service Level Agreements (\u201cSLAs\u201d) can be an excellent vehicle to assist in building relationships and setting expectations between <strong><span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.peeriosity.com\/shared-services\/\">Shared Services<\/a> <\/span><\/strong>and its customers. SLAs can also become unnecessarily bureaucratic, and burdensome and yield unintended negative consequences. Proper attention and evolution of SLAs can be a great benefit to Shared Services leaders as their services and results mature.<\/p>\n<p>A Peeriosity Peercast<sup>TM <\/sup>in the <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/category\/shared-services-leadership\/\">Shared Services Leadership research area<\/a> featured a company that <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2017\/02\/creating-effective-service-level-agreements-for-shared-services-2\/\">aligns its SLAs to its current objectives<\/a> by <a href=\"https:\/\/www.investopedia.com\/terms\/c\/customer-service.asp\" target=\"_blank\" rel=\"noopener\">the customer and by service<\/a>. They view the SLA as a tool to build stronger relationships with their customers and realize they must change over time.<\/p>\n<p>As with all Peeriosity Peercasts<sup>TM<\/sup>, participants answered iPolling\u00ae questions that helped frame the discussion:<\/p>\n<p><img loading=\"lazy\" class=\"alignnone\" src=\"data:image\/png;base64,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\" alt=\"usage of Service Level Agreements ipolling peeriosity\" width=\"577\" height=\"337\" \/><\/p>\n<p>The poll results indicate the varying prevalence of SLAs, which are impacted by many variables, including the level of maturity of services, company culture, as well as customer expectations.<\/p>\n<p>The feature company discussed its objectives and content for its SLAs at different phases of maturity and a summary of the discussion is below:<\/p>\n<p>Phase 1: Inception of Shared Services:<\/p>\n<ul>\n<li>Clearly define service delivery requirements for both customer and Shared Services<\/li>\n<li>Create transparency of results<\/li>\n<li>Lots of data; volumes, cost, quality, cycle time<\/li>\n<li>Reporting primarily variances from the target<\/li>\n<li>Included explanation of chargeback methodology (predetermined \u2013 results did not impact)<\/li>\n<li>Monthly reporting<\/li>\n<\/ul>\n<p>Phase 2: Building Stronger Relationships (Trust) with Customers:<\/p>\n<ul>\n<li>Less frequent (quarterly) reporting<\/li>\n<li>\u201cPick up the phone\u201d conversations replace frequent reporting<\/li>\n<li>Opportunity (new services, areas of improvement) related to reporting\/communication<\/li>\n<\/ul>\n<p>Phase 3: Business Partner Relationships with Customers:<\/p>\n<ul>\n<li>Formal SLAs moved from quarterly reporting to annual review<\/li>\n<li>Most metrics were removed from the report (but internally monitored)<\/li>\n<li>Collaborative <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2012\/08\/building-a-continuous-improvement-culture-in-shared-services\/\">Process Improvement Targets<\/a><\/li>\n<li>Joint initiatives that will positively impact costs\/chargebacks<\/li>\n<li>New services include Decision Support and Analytics<\/li>\n<\/ul>\n<p>The discussion continued with a number of insights and perspectives shared by participants, including representative comments below:<\/p>\n<ul>\n<li><em>\u201cSLAs are part of a process to achieve better service and it\u2019s important to remember to start at the beginning whenever there is a new customer or service being added. It\u2019s for everyone\u2019s benefit.\u201d<\/em><\/li>\n<\/ul>\n<ul>\n<li><em>\u201cCustomers need to be segmented and not put in cookie-cutter SLAs. Shared Services needs to be flexible and pragmatic, otherwise, it adds no value and becomes a barrier to honest communication.\u201d<\/em><\/li>\n<\/ul>\n<ul>\n<li><em>\u201cWe use SLAs for new customers and new services. Over time, they are eliminated or used internally only. However, when issues arise, we reinstitute formal SLAs to assist with clarifying expectations for the area or service where there is a problem.\u201d <\/em><\/li>\n<\/ul>\n<ul>\n<li><em>\u201cWhen done right, the SLA process helps build trust, transparency, and solid relationships. If not, the opposite is true and it\u2019s an uphill battle for Shared Services.\u201d<\/em><\/li>\n<\/ul>\n<ul>\n<li><em>\u201cWhen we started Shared Services, SLAs were a critical tool in gaining credibility with our customers. We have been operating and growing our Shared Services for a few years now and haven\u2019t referenced SLAs or reported against one for years. They are never mentioned. Relationships with our customers are excellent and we communicate often. The SLAs helped us get to this point, but they are no longer needed.\u201d<\/em><\/li>\n<\/ul>\n<ul>\n<li><em>\u201cOur customers really don\u2019t want to see or hear about SLAs. They want us to know their business well enough to be a proactive and responsive partner so they can be more competitive in their markets. SLAs, or what they have evolved to, are for our use within Shared Services and if used with a customer, referenced to help clarify expectations.\u201d <\/em><\/li>\n<\/ul>\n<p>How relevant are your SLAs to your team and your customers?<\/p>\n<p>Who are <em>your<\/em> peers and how are you collaborating with them?<\/p>\n<p><sup>1 <\/sup>\u201cPeercasts<sup>TM<\/sup>\u201d are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion.\u00a0 Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content.\u00a0 Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member.\u00a0 Using Peeriosity\u2019s integrated email system, Peer Mail<sup>TM<\/sup>, attendees can easily communicate at any time with other attending peers by selecting them from the list of registered attendees.<\/p>\n<div>\n<p>Peeriosity members are invited to log in to <a href=\"http:\/\/www.Peeriosity.com\">www.Peeriosity.com<\/a> to join the discussion and connect with Peers.\u00a0\u00a0 Membership is for practitioners only, with no consultants or vendors permitted.\u00a0 To learn more about Peeriosity and the Senior Executive offering included in the membership <a href=\"https:\/\/www.peeriosity.com\/login.php?register=true\">Click here<\/a>.<\/p>\n<\/div>\n<p><span class='st_linkedin_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='email'><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>Service Level Agreements (\u201cSLAs\u201d) can be an excellent vehicle to assist in building relationships and setting expectations between Shared Services and its customers. SLAs can also become unnecessarily bureaucratic, and burdensome and yield unintended negative consequences. Proper attention and evolution of SLAs can be a great benefit to Shared Services leaders as their services and [&hellip;]<\/p>\n<p><span class='st_linkedin_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Service Level Agreements for Shared Services \u2013 When and Why to Use Them' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2013%2F01%2Fservice-level-agreements-for-shared-services-%25e2%2580%2593-when-and-why-to-use-them%2F' displayText='email'><\/span><\/p>","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[8],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.2 (Yoast SEO v19.13) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Level Agreements for Shared Services | Peeriosity, LLC<\/title>\n<meta name=\"description\" content=\"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-\u2013-when-and-why-to-use-them\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreements for Shared Services \u2013 When and Why to Use Them\" \/>\n<meta property=\"og:description\" content=\"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-\u2013-when-and-why-to-use-them\/\" \/>\n<meta property=\"og:site_name\" content=\"Peeriosity\" \/>\n<meta property=\"article:published_time\" content=\"2013-01-10T13:24:59+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-07-13T19:14:38+00:00\" \/>\n<meta name=\"author\" content=\"Peeriosity\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Peeriosity\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/\",\"url\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/\",\"name\":\"Service Level Agreements for Shared Services | Peeriosity, LLC\",\"isPartOf\":{\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/#website\"},\"datePublished\":\"2013-01-10T13:24:59+00:00\",\"dateModified\":\"2022-07-13T19:14:38+00:00\",\"author\":{\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/2f958fda27bcb7a0a07ed284f5d6b634\"},\"description\":\"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers\",\"breadcrumb\":{\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Service Level Agreements for Shared Services \u2013 When and Why to Use Them\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/#website\",\"url\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/\",\"name\":\"Peeriosity\",\"description\":\"Peeriosity Research\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/2f958fda27bcb7a0a07ed284f5d6b634\",\"name\":\"Peeriosity\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/246cadb9b3a1cd5f20797ba770c7b1e1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/246cadb9b3a1cd5f20797ba770c7b1e1?s=96&d=mm&r=g\",\"caption\":\"Peeriosity\"}}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Service Level Agreements for Shared Services | Peeriosity, LLC","description":"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-\u2013-when-and-why-to-use-them\/","og_locale":"en_US","og_type":"article","og_title":"Service Level Agreements for Shared Services \u2013 When and Why to Use Them","og_description":"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers","og_url":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-\u2013-when-and-why-to-use-them\/","og_site_name":"Peeriosity","article_published_time":"2013-01-10T13:24:59+00:00","article_modified_time":"2022-07-13T19:14:38+00:00","author":"Peeriosity","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Peeriosity","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/","url":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/","name":"Service Level Agreements for Shared Services | Peeriosity, LLC","isPartOf":{"@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/#website"},"datePublished":"2013-01-10T13:24:59+00:00","dateModified":"2022-07-13T19:14:38+00:00","author":{"@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/2f958fda27bcb7a0a07ed284f5d6b634"},"description":"Service Level Agreements can be an excellent vehicle to build relationships and setting expectations between Shared Services and customers","breadcrumb":{"@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2013\/01\/service-level-agreements-for-shared-services-%e2%80%93-when-and-why-to-use-them\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.peeriosity.com\/shared-services\/articles\/"},{"@type":"ListItem","position":2,"name":"Service Level Agreements for Shared Services \u2013 When and Why to Use Them"}]},{"@type":"WebSite","@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/#website","url":"https:\/\/www.peeriosity.com\/shared-services\/articles\/","name":"Peeriosity","description":"Peeriosity Research","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/2f958fda27bcb7a0a07ed284f5d6b634","name":"Peeriosity","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.peeriosity.com\/shared-services\/articles\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/246cadb9b3a1cd5f20797ba770c7b1e1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/246cadb9b3a1cd5f20797ba770c7b1e1?s=96&d=mm&r=g","caption":"Peeriosity"}}]}},"_links":{"self":[{"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/posts\/919"}],"collection":[{"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/comments?post=919"}],"version-history":[{"count":8,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/posts\/919\/revisions"}],"predecessor-version":[{"id":5480,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/posts\/919\/revisions\/5480"}],"wp:attachment":[{"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/media?parent=919"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/categories?post=919"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.peeriosity.com\/shared-services\/articles\/wp-json\/wp\/v2\/tags?post=919"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}