Information Technology Service Level Agreement

Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized. Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. You can also contact Crimson Service Desk by email at crimsonservicedesk@wsu.edu or by phone at 509-335-4357 for more information. Service-based SLAs document our commitment to this particular service at a specific level. You can find these documents by clicking on the links below. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? 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.

Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider. [4] A Service Level Contract (SLA) is a service obligation between It Technology Services (the service provider) and the customer who procures the technology service.