bonus: an sla sample checklist.

by penny breslin
it’s not just the numbers

anytime there is a business relationship between entities, expect to see a contract or some form of written agreement. in outsourcing, as in many other relationships, this is called a service level agreement (sla). this agreement is used to establish the scope of the engagement. it clearly states who is responsible for what, when, where and how. it provides a quid pro quo that you can verify with the business owner(s), so that both parties are fully aware of their obligations.

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the important thing is to go through each function and each area with the business owners(s), have them read it with you together and check off each item so that they are clear on what you expect from them, and so you are clear on what deliverables you are promising.
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