Waarom Service Level Agreement

Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics that are jointly agreed in these cases, it is not uncommon for an Internet backbone service provider (or network service provider) to explicitly make its own SLA on its website. [7] [8] [9] The U.S. Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for Section 251 and Section 252 carriers. [10] For example, Section 252(c)(1) (“Obligation to Trade”) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. Geeft aan in hoeveel tijd een percentage van het aantal gevraagde services is afgehandeld. Bijvoorbeeld: 95 % van de serviceaanvragen is in maximaal 120 seconden afgehandeld. If availability is important, reliability as a key unit wins, because reliability is closely related to availability. If a system is 90% available, that seems like a good number. However, if this means that 10% of the data is non-existent, it indicates low reliability. The user notices most of the response time.

High reaction time makes working with the system a long-term activity and therefore poses a threat to user productivity. The final part of service level management consists of reports on the implementation of the various components of the service level agreement. The purpose of these reports is to verify compliance with the agreements concluded in the short term and, if necessary, to adapt them. Daarnaast vormen zij op de lange termijn een belangrijk instrument voor verdere kwaliteitsverbetering, doordat zij aangeven op welke punten de service levels hoger gesteld kunnen worden. Since the late 1980s, SLAs have been used by fixed telecommunications operators. SLAs are so common these days that large organizations have many different SLAs within the company itself. Two different units in an organization write an SLA, one unit being the customer and another being the service provider. This approach makes it possible to maintain the same quality of service between the different units of the organization and also on several sites of the organization.

This internal SLA script also makes it possible to compare the quality of service between an internal department and an external service provider. [4] When applications are moved from dedicated hardware to the cloud, they must achieve the same or higher service levels than traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network features (see Carrier Cloud) to support end-to-end SLAs. [11] SLAs typically include many elements, from the definition of services to the termination of the agreement. [2] To ensure that SLAs are consistently adhered to, these agreements are often designed with specific dividing lines in mind, and stakeholders need to meet regularly to create an open forum for communication. .