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The Procurement Process

15.2 Managing Service Delivery

15.1 Preparation 15.2 Managing Service Delivery 15.3 Managing the Relationship 15.4 Contract Administration 15.5 Seeking Improvements 15.6 Managing Changes 15.7 Ongoing Assessment
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You are on step 1 of 7 steps.

Click for slide: Establish what levels of service are required, and ensure that they are maintained Click for slide: Measure quality as well as quantity Click for slide: Ensure value for money Click for slide: Compare prices and learn from others Click for slide: Managing the Supply Chain Click for slide: Manage the risks Click for slide: Ensure service continuity
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What you need to do

Service level management is the process of managing the performance provided to the customer as specified in the contractual performance metrics.

It balances cost and quality of services in order to provide the customer with value for money.

Points to consider

There should be a detailed agreement of the required service levels and thus the expected performance and quality of service to be delivered.

Where the provider is an in-house department, the level of service required will be set out in a Service Level Agreement (SLA).

Wherever there are formal agreements, on service levels as elsewhere, there is often a need for some flexibility. This is particularly true in the early stages of an agreement.

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