Service Level Agreements and the Corporate World

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This questionnaire explores the use of service level agreements to ensure better technology performance, define service parameters, measure performance, create templates and requirements.

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Available in: English, Dutch, French, German, Spanish
  • The IT department that needs to convince senior managers about the opportunity of using service-level agreements.
  • The operations manager who is interested in helping his team with the appropriate definitions of service.
  • The finance department that requires the necessary templates to enforce expectations.
  • The HR department trying to find the correct performance measurements for technological services rendered.
  • The customer service representative who needs guidance on setting up service parameters in line with client requirements.
Technology Performance
Assessing how technology impacts service delivery

Defining Service Parameters
Establishing criteria for success

Measuring Performance
Monitoring quality of services

Template Requirements
Setting framework for services

As you can see, you're not asking your respondents for opinions, satisfaction or agreement. Our scientific research has shown that these are very bad fuel for algorithms. Instead, we ask for verifiable facts or -behaviour. For further reading, you can download our AMAIZE magazine dedicated to this topic or discover the scientific papers in the Resources section.

After you have downloaded this questionnaire, you can - in your Toolbox - edit, add/delete, and translate questions & answers to your liking. Clicking the "Help me PRAIORITIZE" buttons in the Toolbox activates our A.I. to help you finish your masterpiece..

Q. What are your technology considerations for SLAs?
  1. We don't have any specific technology considerations.
  2. We consider various factors like throughput, latency and cost.
  3. We use AI to continually optimize our SLAs against real-time and historic performance metrics.

Q. What approach do you use to identify necessary resources?
  1. We assess and address resources ad hoc.
  2. We have a resource planning system in place which we manage semi-monthly.
  3. We have a comprehensive resource analysis system with SLAs and KPIs which we monitor daily.
The artificial intelligence creating the questionnaires for the store has been inspired by over 11.000 whitepapers from more than 100 noted consultancy firms. Algorithms selected the 20% best papers and grouped papers from different consultancy firms into specific questionnaires. Why settle for less? Here is a summary how we did it.

If you feel you need outside support after conducting your assessment, we recommend the firms that have written the below mentioned whitepapers. Not having a paper selected does NOT mean that a firm does not give good advice.
You will download so much more than a set of questions and answers. This questionnaire contains everything for the full consultancy experience:
  • Respondent profiles for a helicopter view of your audience.
  • A maturity model with which algorithms calculate a six times smarter improvement target (compared to when you leave that to a human).
  • Improvement suggestions (per question) how to move from one answer to another
  • Suggested follow-on projects. After all, moving your organization from A to B might require more than just doing an assessment.
This English questionnaire is also available in Dutch, French, German, and Spanish.


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