Shared services service level agreements are essential documents that outline the expected levels of service that will be provided by a shared services team. These agreements are typically put in place when multiple departments within an organization rely on the same shared services team for their various needs.
A shared services team can provide a variety of services, including IT support, human resources, finance, and procurement. Each of these departments will have their own unique requirements and expectations for the services they receive. For example, the IT department may require a certain level of uptime for their systems, while the finance department may require specific reporting capabilities.
To ensure that the shared services team can meet the needs of all departments, a service level agreement (SLA) is put in place. An SLA is a contract between the shared services team and the departments they serve, outlining the expected level of service that will be provided.
The SLA will typically include metrics such as response time for service requests, uptime for systems, and the level of support that will be provided. It may also outline the specific responsibilities of each party, such as who is responsible for providing hardware and software, and who is responsible for training end-users.
One of the main benefits of having a shared services SLA in place is that it helps to ensure that all departments receive consistent service. By having a clear agreement in place, everyone knows what to expect from the shared services team, and any issues can be quickly addressed.
Another benefit is that the SLA provides a framework for continuous improvement. By tracking metrics and monitoring service levels, the shared services team can identify areas for improvement and work to make their services even better over time.
In conclusion, a shared services service level agreement is a critical document that helps ensure that all departments within an organization receive consistent and high-quality service. By outlining expectations and responsibilities, it helps to minimize confusion and ensure that everyone is on the same page. As a professional, it is important to ensure that the SLA is clear, concise, and easy to understand, so that everyone can benefit from it.