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Service Level Agreements: A Framework for the Quality Management and Improvement of Central Support Services

Overview Service Level Agreements (SLAs) are becoming an increasingly popular way to manage the quality of services within organisations. Monash University is developing SLA's between central support services and faculties for support services including human resources, student services and information technology services. The potential benefits of this process include increased internal customer satisfaction, a greater customer focus in service delivery and continuous improvement of University support services. This paper outlines the background to the Monash SLA project and the project methodology, and also explores briefly the integration of SLAs with the Monash quality framework.

Further White Paper Details
Publisher	Monash University	File Format	PDF
Date Published	April 2005	Downloads	1
Format	White Papers
Topics	SLA, Service Level Management, Quality of Service

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