Service Level Agreement Standards

The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Because applications are moved from dedicated hardware to the cloud, they must reach the same level of service, or even more sophisticated than conventional installations. SLAs for cloud services focus on data center features and more recently include network features (see Carrier`s Cloud) to support end-to-end SLAs. [11] In software development, specific ALSs may apply to application outsourcing contracts that meet software quality standards, as well as recommendations from neutral organizations such as CISQ, which have published numerous contributions on this subject (for example. B use of software measurement in publicly available SLAs.[17] A service level contract (or ALS) is the part of a contract that specifically defines the services a service provider will provide and the level or standard required for those services.

ALS is generally part of an outsourcing or service management contract or can be used in facilities management agreements and other service delivery agreements. This article is aimed primarily at customers and contains some simple tips for creating effective SLAs. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. 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.

Service standards should not be limited to external service providers. We have worked with internal departments such as financial services, IT, HR and institutions to define their customer needs and set service standards. Service standards should meet the needs of the customer, not the needs of the organization or department. In developing service standards, it is important that those who play an important role in service delivery recognize what is important to clients. This means that they need to consult relevant customer research and feedback. Exclusions — Specific services that are not available should also be clearly defined to avoid confusion and to make room for other parties` assumptions. Best practices in service standards are to first determine your customers` needs. Qualitative research (for example.

B client interest groups and individual interviews) and quantitative research (for example. B questionnaires and telephone surveys) are all methods of clarifying what is important to clients. For example, in the automotive sector, one organization found that the five key areas were important to customers: however, in the case of critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides objective performance measurement. In addition to defining performance metrics, an ALS may include a downtime and documentation management plan, as the service provider compensates clients for violations.