Service Level Agreements (Slas)

Set a good base number. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. Most service providers provide their service level statistics via an online portal. In this way, customers can check whether the right level of service is being met. If they can`t find it, the portal also allows customers to see if they are entitled to compensation. Service Description – ALS needs detailed descriptions of each service offered in all circumstances, including processing times.

Service definitions should include how services are delivered, the provision of maintenance services, operating hours, dependencies, process structure and a list of all technologies and applications used. Tools to automate the collection and display of performance data at the service level are also available. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the measures agreed in these cases, it should be noted that if both parties agree to include salary and return certificates in ALS, the process should be carefully defined at the beginning of the negotiations and incorporated into the service level methodology. This direction – which we call “smarketing” — is largely the result of a deliberate decision to work together, set goals and create agreements between the two teams. For the sales and marketing teams of Company X, it is not easy to hate each other with an internal ALS that provides monthly leads, from marketing to distribution. But what if they wanted to incorporate a customer loyalty strategy into this contract, making it an ALS between sales, marketing and customer service? After closing the sale for 50 customers for the month, customer service`s mission is to keep these customers happy and successful while using their product.