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If you have logged in to an ITIL training, you do not have to ask what a Service Level Agreement (SLA) is. However, if you have not yet made a ITIL online course, we will help you to help you. A Service Level Agreement (SLA) is an agreement between an IT service provider and a customer.For example, you are a customer of a bank and the bank offers services. A service level agreement between you and the bank describes the services offered and the service level you are offered. For example, the bank allows you to withdraw money from an ATM, and the transaction does not take longer than 10 seconds. This is an example of a service level agreement and is part of service level management.
There are three types of service level agreements that can be documented. Before you define the requirements for the ITIL service level and match the service levels via SLA, the most appropriate SLA structure must be designed. Depending on the services offered to a customer or business, a SLA structure is designed that fits the purpose. Service level agreements are usually signed during the ITIL service design stage of the ITIL life cycle.
The first type of service level contract structure is the service-based SLA . A service-based SLA covers a service for all customers. Make sure that the IT service provider offers customer inquiry service for many customers. In a Service-Based Service Level Agreement, the service level of the customer questionnaire service will be the same for all customers who will use this service. For example, if the Financial Department and Human Resources Department are two customers who use this service, the same SLA is between the IT service provider and these two departments, as it is a service-based SLA.For example, if the finance department and the Human Resources Department are two customers who use this service, the same SLA is between the IT service provider and these two departments, as it is a service-based SLA.
The second type of service level contract structure is the customer-based SLA . A customer-based SLA is an agreement with a customer that covers all services used by this customer. Consider the relationship between you and your telecommunications operator. You use the language services, SMS services, data services and several other services of the telecommunications operator. For all these services you have only one contract between you and the telecommunications operator. If the IT service provider offers multiple services for the company and the customers, and if all service levels are documented in a service level agreement for the services provided, this is a customer-based SLA.
The third and the last type of service level agreement is the multi-level SLA. In the multi-level SLA, aspects of SLA are defined in accordance with the organization of the customer, which use a kind of inheritance with general definitions with relevance for all subordinate levels. This SLA focuses on the organization of the customer. All services and their connections with child services are used when defining the multi-level level contract structure.
Supporting Service Level Agreements are part of service level management. Each time a service change or the service level target of a service change time, the service level agreement must be checked and revised. The new level agreement must reflect the changes to the service or service objectives. Therefore, the management of Service Level agreements is an important part of the ITIL continuing improvement.
Without a service level agreement, it is not clear what will happen if one of the parties is not held at your end of the bargain.For example, consider that a telecom provider service target destination is to answer all help desk calls within 5 seconds, and the calls are answered only within 5 minutes. You can easily say that you have never promised that the calls will be answered within 5 seconds if there is no service level agreement. With a SLA you can enable transparency about what the service level goals happen as well as what happens if the required goals are not met. In a service contract on the spot, both parties are protected .
A service level agreement states what the two parties want to achieve with their agreement with an overview of the responsibility of each party, including expected expenditure with performance measures. A service-level agreement usually has a continuous time specified in the agreement. All services included in the agreement are described and may also include details of the procedures for monitoring the performance of the services as well as for problem-solving procedures.
Service Level Agreements include metrics that measure the performance of the service provider of their services. It can be difficult to properly select metrics that are fair fair for both parties. It is important that the metrics are within the control of the service provider. If the service provider can not control whether the metric does not provide within the specification, it is unfair to keep you responsible for the metric.
It also helps when the data for the metrics can be easily and accurately collected. If the data can be recorded automatically, it is ideal. It is better to have less precisely measured metrics than many metrics that no one would have time to analyze.Finally, it is important to indicate a baseline for the metrics in the service level agreement. This baseline must be appropriate, but can be attracted during a check of the SLA if more data has been collected to this metric.
Service Level agreements are the first step in creating a relationship between a service provider and a customer. If you are clear what is expected of each party, transparency and trust can occur on both sides. Regardless of what type of service level agreement is signed, each party may now be accountable to maintain the end of the bargain. Sometimes a compromise is required if the service provider does not have the resources to comply with the customer's requirements. In such a case, the customer may have to reconsider their requirements, and the service provider may need to invest in more resources. Such compromises create a good working relationship between service providers and customers.
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