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. 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. Mingay, S., Govekar, M. (2002). The strength of ITIL`s service level management lies in integration. TG-15-3491. Stamford, CT: Gartner Group. Service availability: The time available to use the service.
This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. Most service providers provide statistics, often through an online portal. There, customers can check whether ALS is being met and whether they are entitled to service credits or other penalties under ALS. written formal agreements developed jointly between the recipient and the service provider, which indicate a product or service to be provided at a specified level in order to achieve business objectives.
What is an SLA document usually made of? Aspects of the service, including responsibilities, quality and availability, are agreed between the service provider and the user of the service. Therefore, make sure you can deliver the promised product on the promised date. Klepper, R. J., Jones, W. O. (1998). outsourcing information technology, systems and services. New Jersey: Prentice Hall. Maintaining service level agreements is part of service level management. Each time a service is changed or the service level objective of a service change, the service level agreement must be reviewed and revised. The new level of service agreement must reflect changes to the service or service level objectives.
Therefore, the management of service level agreements is an important part of the continuous improvement of the ItIL service.