Implementing service level agreements in custody operations and software systems

Abstract

This paper discusses a software design concept that allows custodians to map the content of their service level agreements (SLA) directly into their software systems and therefore their operations. It discusses the shortcomings of traditional software design concepts of transaction-processing systems when it comes to SLA monitoring and user guidance. The paper identifies the absence of a formalized description of the SLA as one of the major obstacles for the implementation of appropriate controls. As an alternative, the paper proposes a design that allows for such a formal description, which can be directly linked to specific processing rules, checks and parameter settings of the custody software. The current authors expect such a design to help business teams to proactively monitor potential upcoming SLA violations, therefore increasing SLA compliance and reducing operational risk.