You may not have known much about service level agreements yet, but now that you`ve read this article, we hope you`ll be able to understand what an ALS actually works, how it works and the best ALS practices that are being followed by the world`s leading IT companies. Typically, these processes and methods are left to the outsourcing company to determine that these processes and methods can support the ALS agreement. However, it is recommended that the client and the outsourcing company work together during the SLA contract negotiations to clear up misunderstandings about the support process and method, as well as management and reporting methods. The content of an ALS is developed from the service level requirements (SLR) that are created when a service is first designed. This content must be clear and written in an easy-to-understand style. Although they are part of a contract when the supplier is external, they should avoid the use of legal language and terminology. There are several steps to creating an ALS: Service Level Management (SLS) is the process of negotiating SLAs between customer and supplier and ensuring that they are respected. SLM should ensure that all other processes used in ITSM support reach agreed service levels. This includes reviewing all SLAs that can support agreed service level objectives, including objectives in OLAs and UCs. Level Management monitors and reports service levels documented in agreed ATS, conducts regular service checks with customers and suppliers, identifies necessary improvements, and then reports and monitors improvements. MLS should be performed with both the customer and the suppliers. The achievement of each service level objective documented in the agreement must be monitored and reported. How this is achieved depends on the exact nature of the level of service.
The method and frequency of monitoring must be defined and documented in ALS. Similarly, the method, format and frequency of reports on the achievement of the level of service must be documented in ALS. For complex objectives and where there are penalties for failures, it is a good practice to test all calculations before going live.