SLA Measurement for Vendors of Admin, IT, Operations

[AbhiCorpGovernance]

I need to develop a template for measuring and monitoring the SLAs for different kind of vendors associated with Admin, IT and Operations and which will also monitor the validity of the contracts / agreements for a user or Vendor mgmt. team.

I have identified certain metrics which are as follows however, please guide me on different metrics which can also be captured:
1) Agreement/ SLA - Start Date and End Date
2) For Call based system:Average Speed to answer, First Call Resolution
3) For Email based system: Average time to reply, Turn Around Time for reply and Resolution.
4) Contact Details of Vendor and Escalation Matrix
5) MTTR
6)Availability SLA etc.

I have very limited knowledge on ITIL process because of InfoSec background. So please dont laugh on my limited knowledge.

Your inputs are very much required in completing my task.

Thanks in advance.

[UKVIKING]

So if you are tasking this forum, what are you going to pay the individual or individuals who are expected to do this for you ?

DO you want a daily, hourly or a fixed rate for the work
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[AbhiCorpGovernance]

I am looking for certain inputs as i m developing this template already. Need your expert advice for this.

[Diarmid]

At the risk of stating the obvious, can you not derive the template from the SLAs in question?

In fact I cannot think of any other way to do this.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[UKVIKING]

If you want expert advice for which you will use - directly in your work, this is called consulting and this is NOT Free

If you want our opinion, this is free and as noted by Diarmid
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[AbhiCorpGovernance]

Looking for your opinions. Thanks for noting it out.

[BorisBear]