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Service Level Agreement Itil 4

Slas. You are the backbone of providing products and services to customers. Customers want them because they give an overview of what they receive from a particular product or service, the availability of the product or service, how quickly we will react, how often we will keep them informed and, most importantly, how we will fix them if something goes wrong. The list goes on. Service providers generally do not like to create and publish ALS, as we are often held to these high standards. However, I would say that without them, we hold the impossible standard of everything, all the time, for nothing. If you don`t have SLAs, put them in place. If they are out of fashion or customers hate them, it`s worth looking for ways to improve them. AN ALS is defined as a documented agreement between a service provider and a client that identifies both the services required and the expected level of service.

SLAs are used to measure service performance from a customer`s perspective, and it is important that they are agreed in a broader business context. All general issues relevant to the organization are covered and are the same across the organization. For example, for security ALS at the organization level, each employee must create passwords with 8 characters and change them every 30 days – or each employee must have an access card with a printed photo. So there`s z.B. Activities in service design processes to identify and define destination service levels. Service levels are continuously monitored as part of the operation and, if service level objectives are not met, corrective action is taken. SLM must identify metrics and indicators that accurately reflect the actual customer experience and the satisfaction of the entire service. And because they vary from company to company, the only way to find out what they are is to find directly from their customers. I find this statement very useful in MLS practice with respect to the quality of service: “To maintain an effective service relationship, services should be financially viable for both service providers and consumers of services.” This is the key – especially in the provision of revenue-generating services – to ensure that we remain in check and that we do not give too much for free. For ALS to work well, services must be cost-effective for customers and cost-effective to suppliers.

While we do not include “fees” for services, it is valuable to understand how much time and money we spend supporting certain services to better manage where our employees spend their time (and if it`s in the right places). Let`s use another example. Suppose we are a beverage supplier with tea, coffee and juice in our service portfolio. If Customer A wants tea to be provided every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized ALS that we have signed with this particular customer, and that is how we rent the offer.