Who cares what engine is in the hire car, who cares if the oil needs changing, who really cares if the radio is a bit faulty, who even cares the breaks need servicing, or the tyres have a bald patch – erm, yes those bits we really do care about.
Thankfully there are laws, and standards in place to avoid this. Sadly, the same cannot be said about the SaaS (Software as a Service) technology industry.
Dovetail Software partners with Amazon Web Services to host the Dovetail Employee Engagement Suite (Dovetail EES). We took a strategic decision to host with Amazon, who have been recognised several times as the clear leader by Gartner in Cloud Infrastructure as a Service (IaaS) category, as we knew …
What does SLA actually mean?
Firstly if we step back and ask ourselves “what do we actually mean by the term SLA?” I often hear people speak of an SLA as simply an amount of time a Service Provider has to respond or provide a resolution for a Customer issue; although these are components of an SLA, this is not a true definition of one. An SLA is much more than this!
An SLA is an agreement between two parties, that describes the service provided, documents the Service Level Targets (what the service will be measured against, think KPI’s), and specifies the responsibilities of the Service Provider …
A key part of any vendor evaluation during an RFP process is to really get to know your potential vendors. Certain due diligence should be performed against the short listed vendors to ascertain the fit between the vendor and your organisation. Factors such as: Financial, Technical, Functional, and Cultural fit are all important aspects to consider when performing a vendor evaluation against their products and services.
All four of those areas are just as important on day one of becoming a customer, as they are throughout the lifetime of the product and service.
Just looking at the technical aspect, areas that you should at least cover in due diligence include:
Ease and speed of Implementation
How to configure to meet your needs, today and into the future
How often is the application upgraded, and …
Over the many years of working within HR Shared Services and HR Service Delivery I have been involved in various programmes and projects. Often I was working from the customer side as a sponsor or leading the project from concept through to handover and support (full end to end).
Working on projects in HR Shared Services such as these involves countless hours of research, due diligence and conversing with fellow peers. Achieved typically by reading analyst reports, research articles, speaking with and hearing thought leader perspectives, reading reviews and posts from great HCM columnists, along with online forums and many more.
I thought it might be useful to the reader if I posted some of those sites, and people that I follow and read, along with the conferences I visit. This is a multi part …