December 16, 2020

Service Level Agreement Performance Management

This is the contractual measure that must be implemented on the performance database and can include: ALS differs from KPIs. SLAs are documents that describe the broader service agreements between a service provider and its customers, while KPIs are generally used to measure business performance against their strategic objectives. However, KPIs can be part of an ALS to measure the provision of defined service standards. A service level contract is an agreement between two or more parties, one being the customer and other service providers. It may be a formal or informal legally binding “treaty” (for example. B internal relations within the department). The agreement may include separate organizations or different teams within an organization. Contracts between the service provider and other third parties are often referred to as SLAs (wrongly) – the level of service having been set by the (main) customer, there can be no “agreement” between third parties; these agreements are simply “contracts.” However, operational agreements or olea agreements can be used by internal groups to support ALS. If an aspect of a service has not been agreed with the customer, it is not an “ALS.” When an ALS is in place, the service provider regularly evaluates, communicates and adapts measures to comply with the agreement. While an ALS may be part of a legal contract, a contract is not necessarily an ALS, as contracts can be concluded without drawing the level of performance. If your service desk team works Monday to Friday during normal business hours, you cannot provide 24 x 7 support for all service providers. Even with call service teams and customers who pay for priority support, you still often have a few services that warrant responses to weekdays, and some that deserve immediate attention, regardless of the time of day and night. Outsourcing involves transferring responsibility from an organization to a supplier.

This new agreement is managed by a contract that may include one or more SLAs. The contract may include financial penalties and the right to terminate if one of the SLAs metrics is routinely missed. The definition, monitoring and management of ALS is an important part of managing the outsourcing relationship (ORM) discipline. Specific SLAs are generally negotiated in advance as part of the outsourcing contract and are used as one of the main tools for outsourcing governance.