Service Level Agreement Management

ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. 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. The catalogue of services offers the range of services offered. Each service in the catalog generally includes: Termination process – ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties. There are three basic types of SLAs: customers, internal and lenders service level agreements. Other metrics include the timing of advance notification of network changes that may affect users and general service usage statistics. Exclusions — Specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions.

However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. Establishing an application profile allows the network organization to understand and define the service level requirements and network services provided by the organization as a whole. It also serves as a documented basis for network service support and guides network service objectives to meet business needs. The requirements are prices, which are then discussed with the customer. Different service options are being discussed. In addition, a level of service is defined, pursued and discussed for each service. This pricing for different levels of service is supported by the service level management process. Schedule monthly or quarterly meetings to discuss the service`s results. Initiate any necessary changes due to unforeseen business events or changes in business priorities.

Service Level Management (SLM) is one of five components of the ITIL Service Delivery range. This is probably the most important set of processes under ITIL. SLM processes provide a framework within which services are defined, service levels agreed to support business processes, service level agreements (SLAs) and operational level agreements (OLAs) are designed to meet agreements, and service costs are developed. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services.

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