Aim Of Service Level Agreement
Security – All security measures taken by the service provider are defined. This is usually the development and consensus on antipoaching, computer security and confidentiality agreements. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B. 99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. 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. The measures should reflect only the factors that make the service provider exercise appropriate control. Measurements should also be easy to collect. In addition, both parties should refuse to choose excessive amounts of measures or measures that produce large amounts of data. However, the intrusiveness of too few metrics can also be a problem, because without you, one could give the impression that the treaty has been violated. In addition to defining performance metrics, an ALS may include a downtime and documentation management plan, as the service provider compensates clients for violations.
Service credits are a typical remedy. For example, service providers may provide credits commensurated with the period during which they exceeded the ALS performance guarantee. A service provider may limit performance penalties to a maximum dollar amount to limit the risk. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? Monitoring and Service Report – This section defines the reporting structure, follow-up intervals and the parties involved in the agreement. The catalogue of services offers the range of services offered. Each service in the catalogue generally includes: AlS must contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a violation, as well as a protocol for adding and removing metrics.
Stakeholders — Clearly defines and defines the responsibilities of the parties to the agreement. Management: the definition of standards and methods of measurement, the reporting process, the content and frequency, the dispute resolution process, a compensation clause designed to protect the client from third-party disputes in the event of non-compliance with the level of service and, if necessary, a mechanism to update the agreement. Verification of the provider`s service levels is required for the implementation of a service level agreement. If the ALS is not properly completed, the client can claim the contractually agreed compensation. Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. 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.