New process for establishing Managed Service SLAs

2 The Challenge: Measuring Managed Services Outcomes 3 2.1 Understanding the Challenge ..................................................................3 2.2 Identifying the Problem ............................................................................4 2.3 Value of Results Focused SLAs ..............................................................5 3 A Method for Selecting Results Focused SLAs 6 3.1 Overview..................................................................................................6 3.2 Step 1: Understand Corporate Value Chain.............................................6 3.3 Step 2: Determine Value Level of the Service Delivery Contract .............7 3.4 Step 3: Formulate Specific Results Focused SLAs..................................9 4 Example: Applying the Methodology for Selecting Results Focused SLAs 10 4.1 Scenario: CSP Company XTel and MSP Company FullMgt ..................10 4.2 Step 1: Understand the Corporate Value Chain.....................................11 4.3 Step 2: Evaluating the Contract Value Against the Value Chain...........11 4.4 Step 3: Formulate Specific Results Focused SLAs................................12 5 Next Steps and Future Work 13 Appendix A The Service Value Mapping Tool 14 1 2