Abstract
CONCEPTUAL FRAMEWORK REGARDING SERVICE LEVELS IN BANKING
This paper was prepared for service levels in terms of service continuity in banking sector. With this study, it is aimed at exhibiting framework regarding service levels in banking with all perspectives. In addition, besides service level conceptual framework, there are some examples regarding operational, IT and supplier SLA. In this study, service levels are discussed with all aspects and some critical points that banks should take into consideration in service level management are addressed. As a conclusion, we recommend that banks should establish service level management units in IT in order for management and monitoring of SLAs. Besides, in order to enable further academic studies based on detailed analysis and benchmarks, it is so important to disclose banks’ service level data. Also, this paper is pioneer and unique study in Turkey due to fact that there is no study about service level.
Keywords
Banking, SLA, OLA
