Internal Service Agreements

Internal Service Agreements

Collaborate at the operations level to align your organization’s units with your company’s direction and strategies quickly and effectively

Book Abstracts & Outlines

We want to flatten hierarchies and manage by coordinating.  We can do that most effectively by building a collaborative network.

When we focus on individual impact alone, we find that well meaning managers focus on optimizing their departments.  We don’t see ourselves as a player in the wider network.  We undervalue the contribution we could make to our colleagues and the larger organization.  And, we miss opportunities to collaborate.

When we depend on our individually oriented “silos,” we hit a lower productivity ceiling quickly. 

The most effective way to emerge through this ceiling is to create a collaborative network.  Here, the right resources at the right time flow easily wherever  we need them within the organization. 

Creating Internal Service Agreements Books 1 & 2, give you a systematic approach to breaking through your “silo” ceiling, engaging you in crucial business relationships, and launching your active collaborative network.

Sharon Mulgrew knows that successful network collaboration depends on clear relevant agreements.  Her 8-step process helps you build the necessary skills and commitment.  Book 1 focuses on Steps 1 – 3.  Book 2 on Steps 4 – 8.

In Creating Internal Service Agreements, Book 1, you get the step-by-step skills and support you need to prepare yourself to engage in respectful and reasonable service partnering agreements. You learn to assess the current level of collaboration in your organization; to hold an effective launch meeting; and to identify your essential contribution to your organizational network.

In Creating Internal Service Agreements, Book 2, you learn to assess how well your department or function delivers internal service; engage your customer or supplier; draft and negotiate your agreements; and commit to continual review and adaptation.


Book 1, Creating Internal Service Agreements:  Preparation, Steps 1 – 3 in the ISA process.

Step 1:  Assess the Level of Collaboration in Your Organization

ISA Process Tool 1 – Internal Service Relationship Assessment

Step 2:  Launch the ISA Process Successfully

Step 3:  Identify Your Service Contribution to Your Organization

ISA Process Tool 2 – Align with Your Organization’s Purpose and Vision

ISA Process Tool 3 – Create Your Department’s Mission Statement

Book 2, Creating Internal Service Agreements:  Implementation builds on what you learned in Book 1 and continues with ISA Steps 4 – 8.

Step 4:  Assess Your Department’s Services

Process Tool 4 – Internal Workflow Graphic

Process Tool 5 – Department Information Sheet

Step 5:  Assess Your Service Relationships with Your Internal Customers and Suppliers (i.e., Internal Partners) 

Process Tool 6 – Service Criteria Checklist

Process Tool 7 – Internal Customer Assessment

Process Tool 8 – Current Services Worksheet

Process Tool 9 – Walk-Through Talking Points

Process Tool 10 – Talking Points for Internal Supplier

Step 6:  Check Your Negotiation Skills

Process Tool 11 – Develop a Collaborative Negotiation Strategy

Step 7:  Create and Negotiate Your Internal Service Agreements

Process Tool 12 – How you will measure your agreement

Step 8:  Improve, Review, and Maintain These Agreements

Process Tool 13 – Questions for ISA Review