Within an organisation, there are different requirements from business units and functions (management, IT, finance, legal etc.) that must be taken into account and be met to secure success and minimise the risks with the outsourcing project. The needs of these groups may differ over time but to minimise the risk of non-participation and dissatisfaction in different parts of your organisation, these needs must be assessed and addressed during the term of the agreement.
Service-level agreements (SLAs) are not only the essence of an ongoing outsourcing relationship, they are also a measurement of your service provider’s historical performance. Over the course of an outsourcing agreement’s life cycle, there may be changes in business needs, work load or the technical environment. SLAs must therefore be reviewed periodically to mirror changes in your specific service requirements. By doing this review, the risk of stakeholders’ dissatisfaction, disputes or even termination can be avoided.