Vendor Performance (SLAs and KPIs) Management
Effortlessly Manage, Track and Report on Vendor Performance
SLA Library
Create, import, or extract SLAs and KPIs directly from contracts, spreadsheets, or create SLAs and KPIs online within the platform.
Performance Data Collection and Self-Reporting
Automate requests for SLA/KPI data (performance actuals) from your vendors based on predefined schedules (monthly, quarterly, annual). Vendors can easily self-report performance data directly within the platform or upload data from spreadsheets or CSV files.
Automated SLA, KPI Calculation from Operational Sources
In addition to vendor reported SLAs and KPIs, Enlighta supports automated calculation of SLAs and KPIs from data-feeds from operational systems. For example, you can implement Enlighta to import SLA/KPI ticket-level data directly from your ITSM tools like ServiceNow and then auto-calculate monthly SLAs.
Comprehensive Reporting
Gain instant visibility into vendor performance with detailed reports on SLA adherence, exceptions, and performance trends. Identify areas where vendors consistently meet or exceed expectations, and areas that require improvement.
Drill-Down Analytics
The dedicated SLA dashboard provides a deeper dive into performance data. Track monthly performance by supplier, contract, service type, and category. Generate customized reports to analyze performance at various levels.
Credits and Earnbacks
Establish and monitor SLA credits and earnbacks accrued by vendors based on their performance.
Performance Trend Analysis
By comparing data across months, easily identify trends in vendor performance to identify and reward upticks and consistent high-performers, and proactively address regressions.
Strategic KPI Measurement
Define key performance indicators (KPIs) directly linked to specific programs and goals and measure performance against those objectives, analyze results for effectiveness, generate reports for clear communication, and identify areas for continuous improvement, ensuring your vendor relationships contribute directly to your overall success.
Waivers and Exceptions
Track waivers granted to vendors for specific SLA reporting requirements, or exceptions for transactions or tickets that should be excluded from SLA calculations.
Root Cause and Corrective Actions
Vendors can leverage the Issue management module to track root causes for missing SLAs and can submit proposed Corrective Actions for review and approval.
