The ALS should provide a detailed description of the services. Each service should be defined, i.e. there should be a description of what the service is, where it should be provided, where it should be provided, and when it is needed. If, for example.B. one of the services is the delivery of a particular report, the corresponding provision of alS should describe the report, indicate what it should contain, indicate its format (perhaps refer to a particular model) on how it should be delivered (para. B e-mail, for example), to whom, to whom, how often (for example. B every day until 10 a.m.). Service level agreements contain measures to measure the service provider`s performance. It can be difficult to choose fair measures for both parties. It is important that the measures are controlled by the service provider.
If the service provider is unable to control whether the metric is executed in the specifications, it is unfair to hold them to account for the metric. Service elements include the specifics of the services provided (and what is excluded if in doubt), the conditions of availability of services, standards as well as slots for each level. B service (e.g., prime time and non-prime time) may have different levels of service, responsibilities of each party, escalating procedures and compromise costs/services. Service level credits or simply service credits should be the only corrective action available to customers to compensate for service level outages. A service credit deducts an amount from the total amount payable under the contract if the service provider does not meet performance and performance standards. Service Description – ALS needs detailed descriptions of each service offered in all circumstances, including processing times. Service definitions should include how services are delivered, the provision of maintenance services, operating hours, dependencies, process structure and a list of all technologies and applications used. For example, you are a customer of a bank and the bank provides you with services.
A service level agreement between you and the bank describes the services provided and the levels of service to which they are provided. For example, you can withdraw money at an ATM with the bank, and the transaction does not last more than 10 seconds. This is an example of agreement on service levels and is part of service level management. A Service Level Contract (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry. All questions relevant to a specific service (regarding the customer) can be covered. Applies to all customers who order the same service, for example. B ordering IT support services to all those who use a specific IP phone operator. Include reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for the service provider and the customer, as well as additional reference material, for example. B third-party contracts.
ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. A multi-stage ALS divides the agreement into different levels specific to a number of customers who use the service.