Establish KPIs
Establish key performance indicators to continually ensure all parties are complying with those SLAs.
SLAs can help you keep tabs on third parties and eliminate any confusion about who's responsible for what, but it can be tricky to determine if all parties are actually complying with the responsibilities and policies outlined in the SLAs. Establishing mutually agreed upon KPIs with all participating parties can help you gauge their impact and improve communication. By objectively measuring items like service-delivery effectiveness, performance efficiency or agility (i.e., ability to respond to changes), you can begin to prioritize the KPIs that matter most to your organization. You can also better detect early warning signs of problems with SLAs, and use your KPIs as the basis for a discussion about improving or expanding your SLA with a third party.