The service received by the customer as a result of the service provided is at the heart of the service level agreement. Each SLA management strategy takes into account two well-differentiated phases: contract negotiation and real-time execution monitoring. Therefore, the SLA administration includes the definition of the SLA contract: the basic scheme with the QoS parameters; THE AES negotiations; SLA surveillance; detection of ALS lesions and the application of ALS, as directed. When a customer and supplier agree to do business, it is important to define expectations. This is the purpose of a Service Level Agreement (SLA). An ALS is a contract between a supplier and a customer that defines the minimum acceptable level of service to be provided. Questions like “Who`s doing what? What for? Who responds to the results? Who decides what? “,” the agreement replies. Most service providers understand the need for service level agreements with their partners and customers. But creating could be discouraging, as if you don`t know where to start or what to lock up. In this article, we share some examples and models that will help you create SLAs. Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts.
The first type of service level agreement structure is service-based ALS. A service-based ALS covers a service for all customers. Consider that the IT service provider provides customer service to many customers. In a service-based service level agreement, the level of service in customer consultation is the same for all customers who use this service. Yes, for example. B The financial department and the human resources department are two clients who use this service, the same ALS applies between the IT service provider and these two services, since it is a service-based ALS. In What is ALS? How to use service level agreements for success, Adam Henshall has concisely defined Service Level Agreements (SLAs): If the service provider is taken over by another company or merges with another entity, the customer can expect his ALS to remain in effect, but this may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. Typically, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement. However, it is recommended that the client and the outsourcing company work together during the SLA contract negotiations to clear up misunderstandings about the support process and method, as well as management and reporting methods. This section defines the objectives of this agreement, z.B.: With the free service level agreement model, information on the use and processing of the model, and other practical models related to the ALA, this contribution ended on the SLA models.
There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing service levels via ALS, the most appropriate SLA structure must be designed. Depending on the services available to a customer or business, an SLA structure corresponding to the objective is designed. Service level agreements are usually signed during the ITIL service design phase of ITIL`s lifecycle. The ALS is a documented agreement. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique. If necessary, make changes, as long as you include the parties involved, especially the customer.