How do you define and measure SLA performance for global vendors?

1 Understand your needs

Before you negotiate SLAs with global vendors, you need to understand your own needs and goals. What are the critical services and processes that depend on the vendor? What are the key performance indicators (KPIs) that reflect the value and impact of the vendor's services? How do you measure and monitor these KPIs? How do you communicate and report them to the vendor and other stakeholders? Having a clear and realistic view of your needs will help you set the right expectations and priorities for the SLAs.

2 Align with the vendor

Once you have defined your needs, you need to align them with the vendor's capabilities and constraints. What are the vendor's strengths and weaknesses? What are the risks and challenges that may affect the service delivery? How can you mitigate them? How can you leverage the vendor's expertise and best practices? How can you foster a collaborative and trusting relationship with the vendor? Aligning with the vendor will help you create SLAs that are mutually beneficial and achievable.

3 Define the SLA terms

After you have aligned with the vendor, you need to define the SLA terms in a clear and concise way. What are the specific service levels and targets that the vendor must meet or exceed? How are they calculated and verified? What are the consequences and remedies if the vendor fails to meet the SLA terms? How often and how will the SLA terms be reviewed and updated? Defining the SLA terms will help you establish a common understanding and a binding commitment with the vendor.

5 Manage the SLA changes

Finally, you need to manage the SLA changes that may occur due to internal or external factors. How do you anticipate and adapt to changing business needs and market conditions? How do you handle unexpected events and emergencies? How do you negotiate and document the SLA changes with the vendor? How do you communicate and implement the SLA changes with the relevant stakeholders? Managing the SLA changes will help you maintain a flexible and responsive relationship with the vendor.