servicekrav

Servicekrav is a term used in Nordic procurement and contract management to describe the requirements that define the expected quality and level of services to be delivered by a supplier. They are typically stated in tender documents, contracts, and service agreements and guide both the supplier’s performance and the buyer’s evaluation and oversight.

Core components of servicekrav include service levels (such as uptime or availability), response and resolution times, and the scope of support services. They may also cover maintenance windows, security and data handling requirements, compliance with regulations, incident management, change management, documentation, and reporting obligations. In practice, servicekrav translate into measurable targets that allow for monitoring and accountability.

Servicekrav are usually implemented and enforced through service descriptions and service level agreements (SLAs). These instruments specify how performance will be measured, reported, and verified, and they set the consequences of underperformance, such as service credits, penalties, or contract termination rights. Regular review and audits are common to ensure ongoing compliance.

In common usage, servicekrav apply to a wide range of domains, including information technology services, facility management, customer support, logistics, and software development. They are designed to align supplier capabilities with customer needs, balancing fixed requirements with flexibility for innovation or changes in demand.

Relation to broader processes: setting servicekrav occurs during tender design and contract negotiations and continues through contract management. They work alongside product requirements and technical specifications and are often complemented by frameworks like IT service management or governance standards.