SLAs are an integral part of an IT provider contract. An ALS brings together information about all contract services and their expected reliability in one document. They clearly indicate metrics, responsibilities and expectations, so that in the event of service problems, no party can plead ignorance. It ensures that both parties have the same understanding of the requirements. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding “treaty” (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” However, operational agreements or olea agreements can be used by internal groups to support ALS.
If an aspect of a service has not been agreed with the customer, it is not an “ALS.” 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. 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. Depending on the service, the types of metrics to watch for may include: The output received by the customer as a result of the service provided is at the heart of the service level agreement. 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.