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6. Describe the process you would go through to develop, negotiate, implement, monitor and evaluate service agreements between the human resource team, service providers and client groups (10 marks)Many organisations are using service providers to help in improving services offered to employees. External providers come in to help with curriculum and instruction, strategic
planning, professional development, technology use, leadership training and operational planning. Productive partnerships between organisations and external providers should be built on strong foundations. Service agreements are a part of a service contract where the level of service between the organisation and its clients are clearly defined. Some serviceagreements, otherwise known as a Service Level Agreement (SLA) are used torefer to delivery time and performance. Service agreements aim to ensure that HR professionals and their customers have the same understanding of the agreement. Service agreements need to be clear and well written to let your client know what you expect from them and what they should expect from you. Service agreements should clearly identify:goals●the services that must be delivered●the support and resources required●the roles of the parties●the expected effectiveness of service delivery●costs and payments●the way in which services are developed and provided.Service level agreements clearly explain key clauses in the agreement, including:
It is important to include the date on which the agreement commences and finishes, and anyprovisions to renew the service agreement. A good service agreement acts as a communication vehicle for both you and your customers in managing each other’s expectations. An SLA is not a contract, it is an agreement. Whether you work with the HR department for an organisation, or are working as a HR consultant who offers HR services toclients, your SLA must have a clear outline for those receiving services and those providing them.
There are many types of SLA:●An Enterprise SLA which is an agreement between the customers of an organisation and the service provider●A Service SLA which is an agreement between customers of a particular service and the service provider●A Customer SLA which is an agreement between a specific group of customers of theorganisation and the service provider.Two important aspects of the service agreement are duration and communication.DurationBe very clear of the start and end date for the agreement. The start date will allow you to begin tracking your HR performance on the same date (unless specified otherwise). If you are providing a new service (or services) or simply revising the existing services to the customer, you will be able to allow enough time to communicate the details of the agreementto them.It is also important to consider when your SLA is about to expire. When you offer long term training or staff contracts on behalf of your customers, you may enter long-term agreements