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. Exclusions: That is another very important element. Both sides must agree on all exclusions. Exclusion of services, geographies, days, schedules, environmental conditions, etc. For example, the client is responsible for providing a representative to resolve issues with the ALS service provider. The service provider is responsible for meeting the level of service defined in the ALS. The service provider`s performance is assessed using a number of measures. Response time and resolution time are among the main metrics contained in alS because they refer to how the service provider handles the outage.
SLAs give credibility to your brand and the service you have provided. You formalize expectations around the service you offer, making life easier for everyone involved. If you follow the basic steps above, you can accomplish all this and more. In addition, you reap all the benefits described above, which will allow you to increase your usual customer service to exceptional. If you don`t use THE SLAs today, now is the time to start. Monitoring and Service Report – This section defines the reporting structure, follow-up intervals and the parties involved in the agreement. Just as you have to tell customers what they can expect from your service, you also need to define what happens if you don`t comply with your ALS. 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.