Service Level Agreements (ALS) are contractual instruments that define service metrics (for example. B the quality of service) that must be respected by a service provider (provider) vis-à-vis its customers/users. Indeed, after the conclusion of the contract, they assume the importance of contractual obligations. There are easily measurable parameters and metrics for which it is easier to define ALS: for example, the availability of a physical server is easy to calculate based on the possibility of a breakdown, redundant or non-redundant parts within the server, spare parts that are in stock or are replaced by the supplier according to defined intervention periods. It is important that expectations and objectives are shared and agreed upon from the outset. It Services ManagementThe Service Level Agreement (SLA) is a document that takes on the connotation of a contract and aims to define a number of service delivery restrictions (quality of service provided, performance evaluation parameters, results verification,…) and accept the relative prices demanded by the provider. This contract is therefore a tool to define and evaluate the needs of the organization with regard to the necessary services (service client) and, therefore, for the improvement of these services by the provider that offers them (provider). There is no doubt that the continued evolution of the needs of the SME sector in recent years has led to a transformation of methods and types of processes and, consequently, IT services in organizations. Each service provided by an IT structure must necessarily be evaluated on the basis of continuity, effectiveness and efficiency. One of the strengths of the efficiency and efficiency of IT services is response time, which is the first reference for the IT department perceived by the customer and, at the same time, the most difficult to guarantee the potential changes resulting from qualitative and quantitative changes in it. This can lead to customer dissatisfaction and, as a result, to the failure of access to the services offered.
In such a scenario, it is important to have tools that can continuously monitor the levels of service offered in order to verify compliance with end-user requirements and the organization`s objectives. Service Level Management (SLM) is the process by which it is structured, negotiated, measured, managed and improved the quality of IT services. It is therefore a fair balance between the supply and demand of IT services in a business environment characterized by continuous and sometimes too rapid changes, both in technology and in industries. Management of service level to organize and manage the different levels of service is structured on a number of different documents: the combination of LSA and penalties leads, in my opinion, to a great commercial blur. For example, if you refer to the length of service (the most used and misused SLA setting): as it should be, ensuring a better ALS will cost more.