Service Level Agreement Management Process

This graph illustrates the service agreement management process and its activities, as well as the state model that is reflected in the development of the service dataset. That`s where you have — some exceptional benefits that your business could reap with service level management. The management of service level management may seem a little confusing because of its width. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. Cloud providers are more reluctant to modify their standard SLAs because their margins are based on providing goods services to many buyers. However, in some cases, customers are able to negotiate terms with their cloud providers. It is important that you make it clear when the agreement will begin and end. The start date of your contract allows you to track IT performance from that date and from that date. Each SLA management strategy takes into account two well-differentiated phases: contract negotiation and real-time execution monitoring. Therefore, the SLA administration includes the definition of the SLA contract: the basic scheme with the QoS parameters; THE AES negotiations; SLA surveillance; detection of ALS lesions and the application of ALS, as directed.

Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes. However, some providers can complete ALS 100% by providing an automated response to an incident report. Customers should clearly define ALS so that they represent the intent of the level of service. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. 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. 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. Set a good base number. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. When selecting a customer representative, remember that it is important to choose the right person who belongs to the middle level of the organization, for example. B as a director instead of an executive or vice-president, as he has a more in-depth knowledge of the strategy of the industry compared to all others and will be able to understand the concerns of his employees regarding the IT services provided. Running service level management processes allows IT professionals to provide identified levels of service to the company more accurately and less costly.

Processes ensure that businesses and information technology understand their roles and responsibilities and strengthen industries. The main point is to create a new level for the grid, cloud or SOA middleware, capable of creating a trading mechanism between service providers and consumers. One example is the EU-funded Framework 7, SLA@SOI[12] research project, which studies aspects of multi-level, multi-supplier slas within service-oriented infrastructure and cloud computing, while another