Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. In a service-based ALS, all clients working with the service provider benefit from similar conditions. For example, a cable TV provider displays the services it offers to all its customers, as well as the additional services or channels available as part of the package. 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. Depending on the service, the metrics to be monitored may include: ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective actions or penalties in the event of a violation, as well as a protocol for adding and removing metrics. Service level agreements are also defined at different levels: service level agreements can contain many service performance metrics with service level targets. A common case in IT services management is a call center or service desk.
Among the metrics generally accepted in these cases: another concrete example of ALS is an agreement on the service level contract of an Internet service provider. This ALS contains a guarantee of operating time, but it also defines the expectations and latency of packages. Parcel delivery refers to the percentage of data packets received relative to the total number of data packets sent. Latency is the time it takes for a package to travel between customers and servers. Service level credits or simply service credits should be the only corrective action available to customers to compensate for service level outages. A service credit deducts an amount from the total amount payable under the contract if the service provider does not meet performance and performance standards. On the other hand, if we also have a stand where we offer juices throughout the day, but at fixed prices and where B and C customers can buy their needs, this is a service-based ALS. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AES negotiations. This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them.
A service level contract is a formal or informal contract between an internal or external agreement and the end user of the service. It indicates what the customer receives and clarifies what is expected of the service provider. 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. SLAs see customers` expectations of the service provider`s performance and quality in different ways. Some metrics may be provided by ALS: However, in the case of critical services, customers should invest in third-party tools to automatically collect SLA performance data, which provide objective performance measurement. How does an ALS differ from a contract? The main difference is that contracts can be entered into without indicating service levels. While it is unlikely that most companies will meet regularly with service providers to report on performance under a standard contract, the level of service agreement involves a negotiated agreement, regular evaluation, strong communication and the possibility of adaptation.