Compare your SLAs to market Best-in-Class (BiC) in Vendor Managment.

Fine Line Vendor Management and Outsource Advisory will review your current service management tools including

  1. SLA metrics.
  2. SLA thresholds.
  3. Incentives
  4. Governing terms

If your environment is lacking in any of these, we will suggest market-based terms.

 Examples of SLAs included in FIne Line's SLA database

Examples of SLAs included in FIne Line's SLA database

Fine Line will compare your SLAs and performance to what we have seen other organizations have done in the market.

Sample Summary Readout

 Easy to understand dashboard view that prioritizes efforts. There are significant analytics and detailed information supporting each data point.

Easy to understand dashboard view that prioritizes efforts. There are significant analytics and detailed information supporting each data point.

Deliverable:

Fine Line will analyze 25-30 of your SLAs. We will compile a 25-35 page report with detailed metrics on where you stand with actionable tasks to bring your environment up to standard, along with business-case justification.

Our database has over 1000 IT SLA metrics.

FIne Line will evaluate your SLAs and tell you where you stand in the market for:

 Fine Line Service Management Pyramid

Fine Line Service Management Pyramid

  • Metrics - are you measuring the right behavior?
  • Thresholds - are the metrics set at the right level?
  • Incentives - is there sufficient encouragement to correct poor behaviors?

SLAs are the most critical of Service Management tools for Sourcing. Goal, of course, is to define levers that allow the Client to effectively manage the relationship by just watching a dashboard.

4-week process delivers results fast.

 SLA Best-in-Class comparison process

SLA Best-in-Class comparison process

Core to Fine Line's SLA assessment process are four steps. First, we gather client data on current metrics, terms and conditions governing metrics, relevant contract data, and actual supplier performance against promised performance.

Once data has been gathered and validated, we compare it to over 1000 SLA data points. We apply filters based on your industry, size, scope, and other factors. Next, we validate the data and our assumptions to make sure the readout information is within an expected range.

The readout is a 3-hour PowerPoint format presentation with the larger client team; and a 1-hour one-on-one with the client's senior leadership team for our recommendations.

Fine Line SLA Benchmark

There are two primary components to a Client's service management:

1. Methodology.  The contractual 'levers' available to the Client. Includes items such as Continuous Improvement, ability to add SLAs over time, etc.

 Fine Line SLA Benchmark: Methodology

Fine Line SLA Benchmark: Methodology

2. Metrics. The actual metrics themselves. Are the right items being measured? Are the thresholds properly set? is there adequate incentive applied to each?

Fine Line will review your current service management framework and compare to best-practices in the market. It's a relatively short engagement (about 3-weeks) that returns an executive briefing with clearly identified and actionable recommendations to close identified gaps.