Service Level Agreements And Negotiations To Strengthen The Relationship

You see that effective service level management can actually help your IT organization build stronger relationships between you and your customers. What for? Indeed, the management of service levels is about the provision of services that add value. Service level agreements can be defined at different levels and therefore constitute three main types of ALS, which are explained below: Most service providers have standard ALS – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. Primary support level agreements include group functional representation, critical business units, server operations, network operations and application support groups. These groups generally refer to business needs and the role they play in the support process. Conduct service checks and request improvements to a general service improvement program. Customer-based SLAs: they describe all THE IT services provided to a particular customer. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary. Depending on the service, the types of metrics to be monitored may include: the types of ALS 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. The first key element of ALS is a detailed description of each service provided by the organization, as well as the time available for the service. The availability of the service can be easily measured at the time window. For example, a website that makes millions of dollars per hour would require an operating time of 99.99 per cent during e-commerce hours. Most of the responsibilities you show your customers vary depending on the type of IT strategy your business is using by your company. For example, if you want to keep costs low, you can emphasize the importance of self-service or direct access, instead of providing 24-hour high-tech support. The organization must continue to set individual service standards so that IT groups and customers have a clear understanding of the level of service provided to them. You should choose with caution when choosing that parties should be involved in ALS so that it serves as a platform for the development of new service level objectives. Some of the possible goals are: Whether your SLAs are documented or not, customers always have expectations about the services you offer. It`s never going to go away.

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Christoph