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Assembling ALS can be a difficult process – because it`s often about documenting processes that have been created organically within an organization. However, if you keep your business goals in mind and follow the advice of this article, every ALS you create should improve your business relationship with your service provider and help you get the service you expect. Include service management and support details for the service provider in this section In addition to defining the services to be provided, the contract should also document how services should be controlled, including how data is collected and reported, how many times it is audited and who participates in the audit. For the metrics obtained to be useful, it is necessary to define an appropriate baseline, with the measurements set at a reasonable and achievable level of performance. It is likely that this baseline will be redefined throughout the participation of the parties to the agreement, using the procedures defined in the “Periodic Review and Amendment” section of the ALS. One of the most important steps to guide your sales and marketing efforts is to create a Service Level Contract (SLA). Traditionally, ALS is used to define exactly what a customer receives from a service provider. But ALS also serves the internal functioning and sales and marketing agreements are among the most important. Often, ALS will include an amendment control procedure that defines a mechanism for agreeing and recording changes to the agreement or services to be provided. In an agreement of any length or complexity, it is inevitable that changes will be made to services (which affects service levels) and an agreed and properly implemented change control procedure is essential. In addition to defining performance metrics, an ALS may include a downtime and documentation management plan, as the service provider compensates clients for violations. Service credits are a typical remedy.

For example, service providers may provide credits commensurated with the period during which they exceeded the ALS performance guarantee. A service provider may limit performance penalties to a maximum dollar amount to limit the risk. SLAs are an integral part of an IT provider contract. An ALS brings together information about all contract services and their expected reliability in one document. They clearly indicate metrics, responsibilities and expectations, so that in the event of service problems, no party can plead ignorance. It ensures that both parties have the same understanding of the requirements. Any professional wishing to develop a career in IT services management should consider an ITIL v4 certification course. After certification at the ITIL Foundation, you can help a business organization execute best IT services management practices and use IT as a tool for growth or change. SLAs should apply to service results that are 100% under the control of the provider. Today, companies are able to outsource a wide range of services that contribute to their business. When activities are outsourced, ALS helps define the relationship between the client and the service provider.

This can cover everything from logistics providers to accounting departments, consultants and professionals. Once a commercial function is delegated to an external service provider, the service level agreement can contribute to an advantageous and carefree relationship.