Service agreements
What has been promised, and to whom: service level agreements with customers, operational level agreements with the internal teams behind them, and underpinning contracts with suppliers. Response and fix targets by priority, a clock that follows working hours and pauses on hold, availability and satisfaction targets, and a monthly service review.
Why it matters
A service level nobody measures is a hope. Agreements make the promise explicit, and the review shows whether it is kept, by whom, and where the internal team or the supplier is the weak link.
- Owner
- Service Owner
Draws on
Led or owned by
In the resource library
Ready-to-use resources in the DelPulse workspace (sign in to open them):
- Service Owner self-assessment · Self-assessments
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