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Definition Of Service Level Agreement In Computers

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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. The SLA is a documented agreement. Let`s see an example of an SLA that you can use as a template to create your own SLAs. Remember that these documents are flexible and unique. If necessary, make changes, as long as you include the relevant parties, in particular the customer.

And consider other topics you can add agreements to, for example.B: Choose metrics that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? A service level agreement (SLA) defines the level of service a customer expects from a provider and defines the metrics against which that service is measured and the corrective actions or penalties if the agreed service levels are not met. Normally, there are SLAs between companies and external suppliers, but they can also be between two divisions within the same company. However, for critical services, customers should invest in third-party tools to automatically collect SLA performance data that provides an objective measure of performance. Service availability: the time available for the usage service.

This can be measured from the time window, for example between the hours of 8.m and 6 P.m. 99.5 percent availability and, at other times, more or less appropriate availability. E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. 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 service level breach (but this should already be covered by the contract) and a mechanism to update the agreement as needed. . . .

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