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The first type of service level agreement structure is the service-based SLA. A service-based SLA covers a service for all customers. Suppose the IT service provider provides a customer consulting service to many customers. In a service level service agreement, the service level of the client consultation service is the same for all clients who use that service. For example, if the finance department and the human resources department are two customers who will use this service, the same applies between the IT service provider and these two services, because it is a service-based SLA. SLAs have long offered very traditional approaches to measuring what IT organizations perceive as quality of service. These traditional metrics are based on IT infrastructure and applications such as.B. “Server up/down” or the response times of a computer software application. When the technology was less complex, these metrics were adapted for this purpose; But what about today? For example, if you offer printer media, the customer may request a four-hour response time between 8 a.m. and 5 p.m. on business days. This can be easy to satisfy in a metropolitan area where there are many technicians.

It can be harder to stop this four-hour reaction in rural areas where fewer technicians live farther apart. These and other similar situations may require more detailed details on services by region or separate LSAs for each region. Service level agreements include metrics that measure the performance of the service provider. It can be difficult to choose metrics that are fair to both parties. It is important that the metrics are controlled by the service provider. If the service provider can`t control whether the metric works in the specifications, it`s unfair to hold them accountable for the metric. Each IT department has its own deadline and authorization schedule, which must be completed accordingly. Finally, it is important to provide a baseline for metrics in the service level agreement. This baseline should be reasonable, but can be reinforced during an AA check if more data has been collected on this metric. The definition of SLA should include the participation of all service owners, process owners, and all other stakeholders in the IT organization. This definition process can be mentioned as planning, development, piloting, publishing, enabling AA, and monitoring.

It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website. [7] [8] [9] The United States The Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for companies in Sections 251 and 252. [10] For example, Section 252(c)(1) (“Obligation to Trade”) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. Many SLAs meet the specifications of the Information Technology Infrastructure Library when applied to IT services. Simply put, network and internet service providers use SLAs as a way to describe the minimum service they are willing to commit to….