Articles On Service Level Agreement

If you want to better manage your customers` expectations, a Service Level Contract (SLA) may be worth considering. An ALS is a negotiated agreement that aims to create a common understanding of services, priorities and responsibilities. Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance. If the client. B provides application code change specifications several weeks late, making it unfair and demotivating to keep the service provider on a pre-indicated delivery date. AlS bias by measuring client performance in interdependent actions is a good way to focus on expected results. To survive in today`s world, you have to be able to expect the unexpected, because there are always unexpected new challenges. The only way to address these challenges consistently is to create a strong initial regulatory framework and provide exceptions from the outset.

Challenges can come from many fronts, such as networks, security, memory, computing power, availability of databases/software, and even legislation or regulatory changes. As cloud customers, we work in an environment that spans regions, networks and systems. It makes sense to agree on the level of service your customers want and measure actual results. It only makes sense to come up with a plan in case things go wrong, in order to maintain a minimum of service. Businesses need computer systems to survive. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. 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. J.J.

Bouman, Trienekens, J.J.M. and van der Zwan, 1999. Specification of Service Level Agreements, clarification of concepts based on practical research, Proceedings of the 9th International Workshop Software Technology and Engineering Practice, S. Tilley and J. Verner (eds.), IEEE Computing Society, Los Alamitos, s. 103-111. The essence of ALS is that both parties have a say. In practice, it is rarely feasible or feasible for both parties to be involved at every stage of the creation of the agreement.

However, a successful ALS is a collaboration between the two parties. If the process is truly collaborative, the resulting document can be tidy and largely ignored because both parties have already managed to learn to work together. And that is the way forward. The following articles will help you successfully set up your SLAs. After reading them, watch these articles on related topics. Depending on the service, the metrics to be monitored may include: availability of the service: the time available for use of 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. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. Developing ALS in a week or even a month is difficult and not recommended. This is difficult due to the high workload associated with tasks such as negotiating service standards, setting up follow-up mechanisms, preparing support procedures, obtaining authorizations and creating buy-ins.

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