The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. Metrics are simply tools that allow network managers to manage the consistency of the level of service and make improvements based on professional needs. Unfortunately, many organizations do not record availability, performance and other metrics. Organizations attribute this to the inability to provide complete accuracy, costs, network overload and available resources. These factors may affect the ability to measure service levels, but the organization should focus on overall objectives to manage and improve service levels. After a test, successful implementation and the availability of new or updated services, the service phase is launched. During the operation of the service, the end user of the service begins to use the service in a live environment. Therefore, the levels of service negotiated between the IT service provider and the company must be respected in order to ensure the required quality of service. A service level agreement is required to document negotiated service levels that must be met. To verify that required service levels can be met in a live environment, a pilot service level contract is issued. The agreement on the level of service of the driver should be executed with a group of users that is not so large to cause significant damage if things go wrong, but enough to draw conclusions and make changes to the overall implementation. This section defines the objectives of this agreement, z.B.: Finally, sanctions should be established for violations of the SLAs.
Ideally, the seriousness of these sanctions would be proportional to the seriousness of the offence. For external suppliers, a violation may result in the return of a portion of the service charge. Repeated violations may lead to the termination of the service contract. You don`t want to be stuck in a contract with a supplier who has missed SLAs several times without penalty. For internal suppliers, violations can lead to negative performance evaluations. This can affect increases and bonuses for those responsible. Multi-level ALS is generally present (but not always) in large companies that require special treatment in the form of a mix of generic and specific requirements, which must be documented in detail, but at the same time must not create overload in management or overlap in documentation. A Service Level Contract (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry. Structuring alS is an important, multi-step process involving both the client and the client.
In order to achieve business objectives, ALS best practices require the vendor and customer to work together to conduct a detailed assessment of the customer`s existing application suite, new IT initiatives, internal processes and current basic service levels. The best way to begin to analyze technical objectives and constraints is to develop or explore technical objectives and requirements. Technical objectives include availability levels, throughput, jitter, delay, reaction time, scalability requirements, new feature introductions, new application introductions, security, management and even costs. Prioritize objectives or lower expectations that can continue to meet business requirements. Although your ALS is a documented agreement, it doesn`t have to be long or too complicated. It is a flexible and living document. My advice? Create one with this model and examples and advise your clients for any perceived shortcomings. As unforeseen cases are unavoidable, you can re-call and optimize ALS if necessary. The lab manager and account manager (and, as an option, a client representative) attend a meeting