Service level specification SLS - Revision history

Designing Buildings at 10:06, 3 August 2022

2022-08-03T10:06:11Z

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	* Value management techniques.		* Value management techniques.

−	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:Standards_/_measurements]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]	+	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:Standards_/_measurements]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Operations]] [[Category:Procurement]] [[Category:Roles_/_services]]

Designing Buildings at 06:59, 23 October 2020

2020-10-23T06:59:44Z

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	* Value management techniques.		* Value management techniques.

−	[[Category:~~Standards_/_measurements~~]] [[Category:~~DCN_Standard~~]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]	+	[[Category:DCN_Definition]] [[Category:DCN_Guidance]] [[Category:Standards_/_measurements]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]

Designing Buildings at 11:54, 10 March 2020

2020-03-10T11:54:57Z

← Older revision		Revision as of 11:54, 10 March 2020
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	SLSs should not be regarded as fixed but are capable of being continuously improved as circumstances and requirements change and experience allows changes in specification to yield better results and improved value. Clear and open communication with the service provider is essential to optimise this process.		SLSs should not be regarded as fixed but are capable of being continuously improved as circumstances and requirements change and experience allows changes in specification to yield better results and improved value. Clear and open communication with the service provider is essential to optimise this process.

−	~~= Find out more =~~	+	= Related articles on Designing Buildings Wiki =
−		+
−	=== Related articles on Designing Buildings Wiki ===	+

	* Facilities management.		* Facilities management.
		+	* Final specifications.
	* Key performance indicators.		* Key performance indicators.
	* Output-based specification.		* Output-based specification.
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	* Prescriptive specification.		* Prescriptive specification.
	* Service level agreement SLA.		* Service level agreement SLA.
−	* Specification ~~basics.~~	+	* Specification.
−	* Specification for construction.	+
	* Value management techniques.		* Value management techniques.

−	[[Category:Standards_/_measurements]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]	+	[[Category:Standards_/_measurements]] [[Category:DCN_Standard]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]

103.42.216.253: Undo revision 145710 by [[Special:Contributions/[IP address hidden]|[IP address hidden]]] ([[User talk:[IP address hidden]|talk]])

2019-10-21T16:23:11Z

Undo revision 145710 by [[Special:Contributions/[IP address hidden]|[IP address hidden]]] ([[User talk:[IP address hidden]|talk]])

← Older revision		Revision as of 16:23, 21 October 2019
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	The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.		The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.

−	The SLS should set out::	+	The SLS should set out:

	* Internal standards relating to policy.		* Internal standards relating to policy.

103.42.216.253 at 16:22, 21 October 2019

2019-10-21T16:22:11Z

← Older revision		Revision as of 16:22, 21 October 2019
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	The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.		The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.

−	The SLS should set out:	+	The SLS should set out::

	* Internal standards relating to policy.		* Internal standards relating to policy.

Editor at 12:06, 21 August 2018

2018-08-21T12:06:51Z

← Older revision		Revision as of 12:06, 21 August 2018
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	A service level specification (SLS) forms part of a service level agreement (SLA), in which the standards required of a service provider are set out.		A service level specification (SLS) forms part of a service level agreement (SLA), in which the standards required of a service provider are set out.

−	SLAs can be prepared by an organisation when they require services from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services, for example; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.	+	SLAs can be prepared by an organisation when they require services from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services, for example; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services, and so on.

	The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.		The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.
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	* Definition of terms.		* Definition of terms.
−
	* Scope of areas, items and services covered by specification.		* Scope of areas, items and services covered by specification.
−
	* Legal/regulatory requirements.		* Legal/regulatory requirements.
	* Manufacturers' recommendations.		* Manufacturers' recommendations.
	* Industry accepted best practice.		* Industry accepted best practice.
−
	* Corporate/departmental requirements.		* Corporate/departmental requirements.
	* Established standards/codes.		* Established standards/codes.
−
	* Procedures for each area, item and service.		* Procedures for each area, item and service.
	* Frequency of procedures for each area, item and service.		* Frequency of procedures for each area, item and service.
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	* Outline specification.		* Outline specification.
	* Performance specification.		* Performance specification.
		+	* Prescriptive specification.
	* Service level agreement SLA.		* Service level agreement SLA.
	* Specification basics.		* Specification basics.

Designing Buildings at 14:39, 8 February 2017

2017-02-08T14:39:31Z

← Older revision		Revision as of 14:39, 8 February 2017
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−	A service level specification (SLS) forms part of a service level agreement (SLA), in which the standards required of a service provider are set out~~. By contrast, the SLA specifies what output is required from the service. In terms of the negotiation and drafting of SLAs, the production of a SLS is a prerequisite~~.	+	A service level specification (SLS) forms part of a service level agreement (SLA), in which the standards required of a service provider are set out.

−	SLAs can be prepared ~~within~~ an organisation~~, describing the~~ services ~~required~~ from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services~~. This might include~~; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.	+	SLAs can be prepared by an organisation when they require services from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services, for example; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.

−	The SLS ~~is a document that should quantify~~ the minimum acceptable (technical) standard of service that is required ~~by the client~~. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators.	+	The SLS quantifies the minimum acceptable (technical) standard of service that is required. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators. For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.

−	~~For example, the~~ SLS ~~in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.~~	+	The SLS should set out:

−	~~The SLS should set out the following:~~	+	* Internal standards relating to policy.
−		+	* External standards including; statutory requirements, industry an international standards, manufacturers’ recommendations and so on.
−	* Internal standards relating to policy~~, including those adopted on previous contracts~~.	+	* The required technical standards and the procedures that must be complied with.
−	* External standards including statutory requirements, industry an international standards~~, health and safety legislation~~, manufacturers’ recommendations.	+
−	* The required technical standards and the procedures that must be complied with ~~to achieve them~~.	+
	* Quality and performance targets.		* Quality and performance targets.

−	The level of detail included in the SLS will depend on the service ~~or asset item~~ and its complexity~~. An example outline of sections and~~ contents ~~may~~ include ~~the following~~:	+	The level of detail included in the SLS will depend on the service required and its complexity, however, its contents might include:
−		+
−	~~Part 1 – Terminology~~	+
−		+
−	* 1.1 Definition of terms	+
−		+
−	~~Part 2 – Areas, items and services~~	+
−		+
−	* 2.1 Scope of areas, items and services covered by specification	+
−		+
−	~~Part 3 – External standards~~	+

−	* 3.~~1 Legal/regulatory requirements~~	+	* Definition of terms.
−	* 3.2 Manufacturers' recommendations	+
−	* 3.3 Industry accepted best practice	+

−	~~Part 4 – Internal standards~~	+	* Scope of areas, items and services covered by specification.

−	* ~~4.1 Corporate~~/~~departmental~~ requirements	+	* Legal/regulatory requirements.
−	* 4.~~2 Established standards/codes~~	+	* Manufacturers' recommendations.
		+	* Industry accepted best practice.

−	~~Part 5 – Categorisation of areas, items and services~~	+	* Corporate/departmental requirements.
		+	* Established standards/codes.

−	* ~~5.1~~ Procedures for each ~~category~~	+	* Procedures for each area, item and service.
−	* ~~5.2~~ Frequency of procedures for each ~~category~~	+	* Frequency of procedures for each area, item and service.

−	If organisations are defining and specifying their requirements for the first time, there ~~is the~~ risk that they ~~might~~ incur higher ~~bids than forecast~~ as a result of ~~them~~ over-specifying ~~with regard to~~ the service ~~that~~ was ~~received~~ previously. Value management ~~is a technique that~~ can safeguard against this by ensuring that ~~the important needs~~ are ~~addressed~~.	+	If organisations are defining and specifying their requirements for the first time, there can be a risk that they incur higher costs as a result of over-specifying the service (compared with wha was in place previously). Value management can help safeguard against this by ensuring that only services that are genuinely of value are specified.

−	~~However,~~ SLSs should not be regarded as fixed but capable of being continuously improved as circumstances and ~~client~~ requirements change~~. With~~ experience, changes in specification ~~can~~ yield better results and improved value, and the service ~~providers should be liaised with as a means of trying~~ to ~~achieve~~ this.	+	SLSs should not be regarded as fixed but are capable of being continuously improved as circumstances and requirements change and experience allows changes in specification to yield better results and improved value. Clear and open communication with the service provider is essential to optimise this process.

	= Find out more =		= Find out more =

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A service level specification (SLS) forms part of a service level agreement (SLA), in which the standards required of a service provider are set out. By contrast, the SLA specifies what output is required from the service. In terms of the negotiation and drafting of SLAs, the production of a SLS is a prerequisite.

SLAs can be prepared within an organisation, describing the services required from an in-house team or department, or they may be used for the outsourcing of services, such as facilities management services. This might include; property management, inspection and repair services, planned and responsive maintenance, cleaning, portering, security, ICT services and so on.

The SLS is a document that should quantify the minimum acceptable (technical) standard of service that is required by the client. Performance measurement in terms of the standards laid out in the SLS can be considered in terms of critical success factors and key performance indicators.

For example, the SLS in a cleaning contract could describe the maximum amount of dust or debris which is permitted to remain following cleaning, as part of the overall standard of cleaning to be achieved.

The SLS should set out the following:

* Internal standards relating to policy, including those adopted on previous contracts.
* External standards including statutory requirements, industry an international standards, health and safety legislation, manufacturers’ recommendations.
* The required technical standards and the procedures that must be complied with to achieve them.
* Quality and performance targets.

The level of detail included in the SLS will depend on the service or asset item and its complexity. An example outline of sections and contents may include the following:

Part 1 – Terminology

* 1.1 Definition of terms

Part 2 – Areas, items and services

* 2.1 Scope of areas, items and services covered by specification

Part 3 – External standards

* 3.1 Legal/regulatory requirements
* 3.2 Manufacturers' recommendations
* 3.3 Industry accepted best practice

Part 4 – Internal standards

* 4.1 Corporate/departmental requirements
* 4.2 Established standards/codes

Part 5 – Categorisation of areas, items and services

* 5.1 Procedures for each category
* 5.2 Frequency of procedures for each category

If organisations are defining and specifying their requirements for the first time, there is the risk that they might incur higher bids than forecast as a result of them over-specifying with regard to the service that was received previously. Value management is a technique that can safeguard against this by ensuring that the important needs are addressed.

However, SLSs should not be regarded as fixed but capable of being continuously improved as circumstances and client requirements change. With experience, changes in specification can yield better results and improved value, and the service providers should be liaised with as a means of trying to achieve this.

= Find out more =

=== Related articles on Designing Buildings Wiki ===

* Facilities management.
* Key performance indicators.
* Output-based specification.
* Outline specification.
* Performance specification.
* Service level agreement SLA.
* Specification basics.
* Specification for construction.
* Value management techniques.

[[Category:Standards_/_measurements]] [[Category:Client_procedures]] [[Category:Contracts_/_payment]] [[Category:Procurement]] [[Category:Roles_/_services]]