Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases, here.B tones: if the financial department and the human resources department are two customers who use this service, the same ALS between the IT service provider and these two services applies, since it is a service-based ALS. The ability to return services or components to normal operation. What is an ALS document? Aspects of the service, including responsibilities, quality and availability, are agreed between the service provider and the user of the service. Therefore, make sure you can deliver the promised product on the promised date. Service level agreements are the first step in creating a relationship between a service provider and a customer. If we realize what is expected of each party, there can be transparency and confidence on both sides. Regardless of the type of service level agreement signed, each party can now be held accountable in order to maintain its end of good deal.
Sometimes it is necessary to compromise when the service provider does not have the resources to meet the client`s requirements. In this case, the client may be forced to review its requirements and the service provider may be forced to invest in more resources. Such compromises create a good working relationship between the service provider and the client. Using a multi-level structure for a large organization reduces duplication of effort while providing accommodations for customers and services. Therefore, the SLAs apply to all departments of this organization at the corporate level. THE SLAs at the customer level apply to the department, etc. The first type of service level agreement structure is service-based ALS. A service-based ALS covers a service for all customers. Consider that the IT service provider provides customer service to many customers.
In a service-based service level agreement, the level of service in customer consultation is the same for all customers who use this service. Yes, for example. B The financial department and the human resources department are two clients who use this service, the same ALS applies between the IT service provider and these two services, since it is a service-based ALS. Service level agreements are also defined at different levels: ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level or hierarchical SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. 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.