Depending on the service, the types of metrics to be monitored may include: IT organizations that manage multiple service providers may wish to enter into operational level agreements (AEOs) that specify how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. Een service level agreement serves legally scherp getot te. Vooral vanwege de risico`s dat boetes niet goed zijn geformuleerd of dat beperkingen ontstaan om droit uit de overeenkomst of uit de wet uit te oefenen. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. For example, when the customer provides application code change specifications several weeks late, it is unfair and demotivating to keep the service provider on a predetermined delivery date. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results. A realistic SLA provides clarity and protects both the customer and the service provider. Commitments are clearly defined and therefore easy to monitor, thus avoiding differences of opinion. The consequences of not achieving a level of service or service can be freely negotiated. In addition, an SLA is essential when outsourced IT services are essential for the customer, for example in the financial or healthcare sector, where continuity of service is paramount, including in the case of outsourcing. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs.
Kijk goed, want pratique gezien werkt dit het meilleur que de leverancier ook baat heeft bij verbetering van de afspraken over het serviceniveau. Management elements should include definitions of measurement standards and methods, reporting processes, content and frequency, a dispute resolution procedure, a indemnification clause to protect the customer from third-party disputes in the event of a breach of the level of service (but this should already be covered in the contract) and a mechanism to update the agreement as appropriate. The service service is not a service of specificaties, les opgenomen zijn in de verschillende detailovereenkomsten of bijlagen. Hoofdlijnen zijn uiteraard wel te schetsen. Typical topics covered by most service level agreements: Any large contract without an associated SLA (verified by a lawyer) is subject to intentional or accidental misinterpretation. The SLA protects both parties in the agreement. It is not unthinkable that the supplier or customer would want to adapt the service levels provided during the duration of the collaboration. The terms and conditions are agreed to in the Service Level Agreement. In this sense, the SLA is a „living document“. In our network economy, such „cooperation agreements“ are increasingly important: organizations depend on their critical suppliers, important activities are outsourced, internal customers demand faster but perfect service, organizations resulting from mergers must integrate their processes, etc.