You have to use human nature. Use ALS to clarify things with your customers. Customers who know what to expect and receive over and over again are satisfied customers! IT service organizations that manage multiple service providers may wish to enter into Operational Level Agreements (OLA) that explain how some parties involved in the IT service delivery process interact with each other to maintain performance. In a client-based ALS, the client and service provider enter into an agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define its relationship and specific expectations in detail. Business IT organizations, particularly those dedicated to IT services management, join their internal customers in ALS – users of other services within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. The measures are designed to motivate good behaviour. When defining the measures, both parties should bear in mind that the objective of the measures is to motivate the corresponding behaviours on behalf of the service provider and the client. The service received by the customer as a result of the service provided is at the heart of the service level agreement. Termination procedure – The ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties. The SLA metrics required depend on the services provided.
Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Exclusions — Specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions. Defining and agreeing to a priority process can give priority to any incident based on the urgency and impact of the business. Metrics can now report resolution according to priority, and we`re getting closer to what the company really wants: all high-priority incidents need to be resolved in 4 hours of business. To limit the scope of benefits, a service provider can: a concrete example of ALS is an agreement at the level of computational center service. This ALS contains: Service metrics are, as we know, whether the service meets the agreed level of service. Unfortunately, too often, they are little more than a story in progress. Things like: A Service Level Agreement (SLA) defines the service parameters a company must provide to a customer. If a company is unable to achieve an SLA goal, the consequences can be serious for both the company and its customer.