In this scenario, the client is facing challenges related to the Service Level Agreements (SLAs) and performance standards set by multiple vendors. They need to replace the traditional IT-centric SLAs with business-critical process SLAs to ensure that vendors provide consistent performance and reporting. The client may have identified that the current SLAs are not aligned with their business needs and priorities, and as a result, they are not able to achieve the desired outcomes from their vendors.
This challenge can lead to a lack of clarity on the expectations from the vendors and their responsibilities towards meeting the business goals. It can also result in conflicts between vendors, as they may not have a clear understanding of their roles and responsibilities in the overall business process. Moreover, the lack of consistent performance reporting can lead to difficulties in monitoring and improving the vendor’s performance.
To overcome these challenges, the client needs to establish clear business-critical process SLAs that are aligned with their business goals and priorities. These SLAs should be measurable, realistic, and should define the performance standards that vendors are required to meet. The client should also ensure that all vendors adhere to consistent standards for performance and reporting. This can be achieved by defining the roles and responsibilities of each vendor in the overall business process, and by setting up a governance framework to monitor their performance.
In summary, the client needs to replace traditional IT-centric SLAs with business-critical process SLAs to ensure that vendors provide consistent performance and reporting, and to align their business goals and priorities with the vendor’s performance standards.