Service Level Agreement or SLAs must have seven critical elements. SLAs establish goals, responsibilities, how to measure performance, response and issue resolution, reporting and escalation, contacts, remedies and penalties. ETMA seeks to improve industry performance with SLAs which can help improve performance and program outcomes.
This paper addresses how to develop and manage a Request for Proposal (RFP) for a Business Process Outsource (BPO) for TEM, WEM and Technology Expense Management. Download the RFP Template: Technology Expense Management RFP for Business Process Outsourcing