These metrics depend on the exact type of networked services. As a service provider, you want to ensure that you receive all support fees at agreed intervals. You also want to check if a customer representative is available when you resolve a service incident or request. Nevertheless, there are a number of important data points that can be used to assess performance, namely the SLA performance rate, which is the percentage of requests and transactions that the HR service provider has resolved within the agreed deadlines. The service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of availability of the service, standards such as the window of opportunity for each level of service (for example, prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. Many SLAs meet the specifications of the Information Technology Infrastructure Library when applied to IT services. Add a brief introduction to the agreement regarding the parties, the scope of the services and the duration of the contract. For example, there are several ways to write an SLA. Below is a simulated table of contents (TOC) that you can use as a startup template to write your own service level agreements.

Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? "In the after-sales service industry, companies need to track and improve key call center metrics to understand where the business is going and what action plan is needed to achieve better results." – Jasmina Aneja, 15 Essential Call Center Metrics Your Business Must Measure Here you define the responsibilities of the service provider and the customer. Assuming that the timing and method of the verification processes are agreed between the customer and the service provider, this checklist allows you to effectively perform the verification. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. As a customer, on the other hand, you want to ensure that phone and email support is provided in accordance with the service level agreement. Other services, such as regular backups of your website, troubleshooting, and security testing, should be evaluated to ensure compliance with the SLA. Before subscribing to an IT department, the SLA must be carefully evaluated and designed to achieve maximum service value from the perspective of end users and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations.

The SLA should contain not only a description of the services to be provided and their expected service levels, but also metrics that measure the services, obligations and responsibilities of each party, corrective actions or penalties in the event of a violation, and a protocol for adding and removing metrics. . . .

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