SLM`s skills and skills include relationship management, relationships, business analysis and business/supplier management, with a focus on working with the customer and all stakeholders involved in service management. It is therefore necessary to put in place a comprehensive approach that focuses on the whole service and not just on its components. Simple individual metrics (for example. B the percentage of system availability) should not be seen as a representation of the entire level of service, but a view incorporating customer perception and business results should be the standard approach for SLM. A Service Level Contract (SLA) defines the level of service a customer expects from a provider and defines the metrics on which that service is measured and corrective actions or penalties, if they exist, if agreed service levels are not met. As a general rule, SLAs are located between companies and external suppliers, but they can also be between two divisions within the same company. Once you`ve provided the best SLAs for your current business and customer needs, you`re ready to implement them. Here are some tips for SLAs on a whole new level of lightness and efficiency. If you have a lot of customers for a service, the SLAs may differ from each. KPIs are generally the standard for a service for all customers. SLAs refers to the minimum and expected quality of a service for customers.

The KPIs refer to the objectives of the efficiency and organization of the operation. If you have followed the above process, your SLAs should be in good condition. The first measure measures the time that has elapsed before an error occurs. If it is a system that can be repaired, the metric is called „intermediate time between failures“ because we have to be realistic and expect more than one error. And if we refer to something that can`t be saved after a failure, we call it „Mean Time to failure. Service availability: The time available to use 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. We talked above about how S.A. can feel a little arbitrarily and how you don`t always measure the things that directly support your company`s grand ambitions. To ensure that you are measuring the right things and meeting the expectations of other parts of the company, we recommend that you check your SLAs regularly. Follow this process: to ensure not only to measure the right things, but also to meet expectations in other areas of activity, you should crush your SLAs at least once a year. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. A Service Level Agreement (SLA) is a simple language agreement between you and your customer. This may be an internal or external client.