I specialize in helping organizations improve their service strategies and customer relations. I've written extensively on SLAs and have more than a decade of experience doing SLA consulting and training internationally. Check out my background, if you'd like.

My SLA services and resources focus on:

What an SLA realistically can and cannot accomplish
What makes an SLA work well -- or not so well
The key elements of an SLA and their functions
How to plan, develop, and manage an SLA
The types of wording to use in an SLA
How to avoid the pitfalls that cause so many SLAs to fail
What to look for in critiquing an SLA
What you must do to be successful in establishing your own SLA

Handbook: My 160-page handbook, How to Establish Service Level Agreements, will help you create and manage SLAs and avoid the flaws and failures so many organizations have experienced.

Guide: Why SLAs Fail and How to Make Your Succeed describes key contributors to the failure of an SLA effort, and offers guidelines and recommendations for a successful outcome.

Guide: How to Evaluate Your Service Level Agreements provides a comprehensive list of criteria for assessing and strengthening your SLA documents.

Guide: An SLA Template and How to Use It provides an SLA template and detailed information on each of the elements in the template.

Articles: You're welcome to download and circulate my articles on establishing SLAs.

On-site seminars: My on-site, client-specific SLA seminar can be tailored to address your organization's unique needs.

Public seminar. If I have a public seminar on SLAs scheduled, it'll be listed on this page.

SLA evaluations: I can do an in-depth review of your draft or operational SLA, and provide detailed feedback and recommendations. Contact me at 781-986-8148 or by if you'd like additional information.

SLA FAQ page: This page presents some Frequently Asked Questions about SLAs.

Consulting: I provide on-site and remote consulting support to assist you in planning, developing, implementing, and managing your SLAs. Contact me at 781-986-8148 or by if you'd like additional information.

Newsletter: My newsletter, Perceptions & Realities, includes occasional articles on SLAs. You're welcome to print as many copies of each newsletter as you'd like.

Presentations: My presentation, "Why SLAs Fail and How to Make Yours Succeed", will dramatically improve your chances of SLA success.

Related info: Are you satisfied with your ability to manage customer expectations and build trusting, supportive relationships? If not, perhaps these products and services will help.