I.t Service Level Agreement

Typically, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement. However, it is recommended that the client and the outsourcing company work together during the SLA contract negotiations to clear up misunderstandings about the support process and method, as well as management and reporting methods. Other metrics include the timing of advance notification of network changes that may affect users and general service usage statistics. A compensation clause is an important provision in which the service provider agrees to exempt the client company from possible violations of its guarantees. The exemption means that the supplier must pay the customer all third-party procedural costs resulting from the breach of the guarantees. If you use a standard ALS provided by the service provider, it is likely that this provision does not exist. Ask your in-house advisor to design a simple provision to include it, although the service provider may wish for further negotiations on this issue. These systems and processes are often controlled by specialized third-party companies. If this is the case, it is necessary that the third party is also involved in the AES negotiations. This will allow them to obtain details of the levels of service that should be monitored and explanations on how to prosecute them.

When IT outsourcing began in the late 1980s, SLAs developed as a mechanism to resolve these relationships. Service level agreements set expectations for a service provider`s performance and impose penalties for lack of targets and, in some cases, bonuses for exceeding them. Because outsourcing projects have often been tailored to a particular client, outsourced ALSs have often been designed to drive a particular project. The service received by the customer as a result of the service provided is at the heart of the service level agreement. Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. In a client-based ALS, the client and service provider enter into an agreement on the services to be provided. For example, a company may negotiate with the IT service provider that manages its billing system to define its relationship and specific expectations in detail. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk.

Among the metrics generally accepted in these cases are: Introduces the concept of Service Level Agreements (SLAs) in the provision of IT services, particularly in the case of the provision of outsourced services.

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