Service Level Agreements

Ten Points

By now you should have a pretty good understanding of the fact that Service level agreements are actually tools that are used to assure an organization delivers the level of service their customers expect. SLAs also help with setting those expectations.

So what is expected? Well these are ten of the things you might expect to see with a SLA:

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A service description – This description details the key functions within the organization, it also provides information used to describe the service and its range, brunt, and main concern for the organization. It can also take account of participant details.

The service hours – These service hours record the hours that customers can anticipate the service to be accessible.

The service availability – The service availability is all about the targeted levels the IT organization will distribute within the established service hours.

The support levels – The support levels explain how to access the service desk, what hours the service desk is available, and also how to receive assistance after the service desk has closed.

The performance – The point of performance provides the anticipated response of the IT service, this can include the workstation response times, the details of the expected service, and the entry of objectionable service.

The functionality – The functionality sector is used to specifically detail what amount of errors are within a specific category, and how they can be tolerated before calling a breach of service.

The charges – The charges element plainly reveals any charging formulas or costs for the services performed.

The continuity – The issue of continuity refers to the continuity of operations development with references to the adversity improvement plan, specifying how the service will be provided and anticipated recovery time.

The security – The security point lists the procedures and the protocols that surround the security of information technology services; it also lists the measures that are needed to assure that security is intact.

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The changes – The changes section is designed to list the organizational change in management policies, and the procedures, it can also be relied upon to instruct on how to properly follow such procedures.

Next Page: Service Level Management Process