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Service Level Management

Customer

Boral is an international building and construction materials group, with its headquarters in Sydney, Australia, with some A$5.2 billion worth of sales, 8,953 full-time equivalent employees and 550 operating sites. Boral Shared Business Services (SBS) served more than twelve (12) individual business units as well as the corporate functions, providing IT infrastructure, IT application and financial transaction processing services.

Situation

The Service Level Agreements (SLAs) between Boral SBS and the Boral business units were equipment and transaction based. SBS wanted to employ SLAs based upon the business services it provided.

Complication

The existing SLAs were years out of date, and there was no mechanism supporting consistent and regular review of service performance. An earlier attempt at redeveloping the SLAs had been rejected by some business units.

Resolution

BusinesSPM established a process of discussion of service delivery performance with each business unit and engaged key business unit managers in the design of the SLA templates. Workshops were held with each BU and with common interest groups (such as BU finance teams) to identify service issues and to agree service levels. Approval of all SLAs was obtained on schedule and on budget. In addition, a management framework for regular review and improvement of service levels was established and a Service Catalogue developed and deployed.

Recommendation

"The assignment comprised redesigning existing SLAs to better suit our service strategy. Philip [Managing Principal BusinesSPM] completed the assignment to schedule, within budget and to the satisfaction of internal and external customers."

Kelvin McGrath, GM Shared Business Services, Boral Limited

Boral SLA Archi