Outsourcing Service Management

Effective outsourcing service management is one of the most critical aspects of an outsourcing contract. Service level agreement metrics and their financial consequences create incentives for the sourcing supplier to provide outstanding service. When these metrics go under reported or unchallenged, performance will degrade, and the entire arrangement can be seriously jeopardized.

Outsourcing Management Services will help verify compliance with the service level agreement. If the SLA is not to industry or accepted service management standards, we will work to rectify it. We will verify each and every reported performance metric, and ensure that when performance falls short of contracted minimums, that the supplier is held accountable.

Outsourcing Management Services will produce reports that will give an accurate and objective assessment of the supplier's performance. We will identify shortcomings, and ensure that the client is compensated for contractual performance deviations from the contracted outsourcing service levels.

Additionally, we will oversee performance and delivery of all of the supplier's projects and new services, and ensure that these are delivered compliant not only with the Service Level Agreement, but with agreed upon change management and other quality controls.

Service Level Agreement report example:

Service Management SLAs

Outsourcing Management Services will establish service levels for our reporting of the sourcing supplier's service level metrics. These service levels will include performance credits if we miss reporting service level credits due to the client by the supplier.

Key Benefits

• Ensures supplier adherence to outsourcing service level agreement.
• Optimal performance by sourcing supplier.
• Ensures supplier's performance credits are properly identified.
• Improved end-user satisfaction.

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