SLAs for each department that are customer-centric and written in business language The ability to bring services or components back to normal operations Better align IT services with the actual needs of the business Without a service level agreement, it is not clear what will happen if one of the parties does not comply with its end of contract. For example, suppose a telecom provider`s service level goal is to answer all help desk calls within 5 seconds, and calls are only answered within 5 minutes. They can easily say that they never promised that calls would be answered within 5 seconds if there was no service level agreement. An SLA provides visibility into service level objectives and what happens if the required objectives are not met. With a service level agreement, both parties are protected. Service level agreements are the first step in establishing a relationship between a service provider and a customer. By being clear about what is expected of each party, there can be transparency and trust on both sides. Regardless of the type of service level agreement signed, each party can now be held responsible for the execution of its part of the agreement. Sometimes it is necessary to compromise if the service provider does not have the resources to meet the customer`s requirements.
In such a case, the client may need to rethink their needs and the service provider may need to invest in more resources. Such trade-offs create a good working relationship between the service provider and the customer. To ensure that there is always enough capacity available to meet all customer requirements An SLA for each type of service that covers all groups of customers using that service The second type of service level agreement structure is the customer-based SLA. A customer-based SLA is an agreement with a customer that covers all services used by that customer. Let`s take a look at the relationship between you and your telecom operator. You use the voice services, SMS services, data services and various other services of the telecommunications operator. For all these services, you have only one contract between you and the telecommunications operator. If the IT service provider provides multiple services to the company and customers, and all service levels are documented in a service level agreement for the services provided, this is a customer-based SLA. Direct costs can be attributed to an individual customer, service or activity The percentage of agreed service hours for which the service is available Provide cost-effective COMPUTing capacity to achieve agreed service levels A service level agreement indicates what both parties want to achieve with their agreement, as well as an overview of each party`s responsibilities, including expected results with key performance indicators. A service level agreement typically has a period of time specified in the agreement. All services included in the Agreement are described and may also include details about the procedures for monitoring the performance of the Services, as well as troubleshooting procedures. Reduce costs and performance levels to a minimum For example, you are a customer of a bank and the bank provides services for you.
A service level agreement between you and the bank describes the services provided and the service levels at which they are provided. For example, the bank allows you to withdraw money from an ATM and the transaction takes no more than 10 seconds. This is an example of a service level agreement and part of service level management. There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing on service levels via SLA, the most appropriate SLA structure must be designed. Depending on the services provided to a customer or company, an SLA structure is designed to match the purpose. Service level agreements are typically signed during the ITIL service design phase of the ITIL lifecycle. The third and final type of service level agreement is the multi-level SLA.
For multi-level SLAs, aspects of the SLA are defined based on the customer`s organization using a kind of inheritance with global definitions relevant to all child levels. This SLA focuses on the customer`s organization. All services and their interactions with subordinate services are used when defining the multi-tier service level agreement structure. For example, if the finance department and the human resources department are two customers who will use this service, the same SLA applies between the IT service provider and these two services, because it is a service-based SLA. Meeting service level agreements is part of service level management. Whenever a service changes or a service level objective is changed, the service level agreement must be reviewed and revised. The new service level agreement must reflect service changes or service level objectives. Therefore, the management of service level agreements is an important part of ITIL`s continuous service improvement. Finally, it is important to provide a baseline for the measures in the service level agreement. This baseline should be adequate, but can be tightened during an SLA review if more data has been collected on this metric. Provide IT services at the lowest possible cost by agreeing with customers on their minimum service availability requirements and ensuring that performance does not exceed these targets.
An SLA that covers all customer groups and all the services they use To ensure that the IT department provides the same level of service at the lowest possible cost Provide customers with the highest possible level of service and continuously improve it by ensuring that all services operate with maximum availability. Service level agreements contain metrics that measure the service provider`s performance for its services. It can be difficult to correctly select measures that are fair to both parties. It is important that the measures are under the control of the service provider. If the service provider can`t control whether the metric works within the scope of the specification, it`s unfair to hold them accountable for the metric. The first type of service level agreement structure is the service-based SLA. A service-based SLA covers a service for all customers. Assume that the IT service provider provides a customer query service for many customers. In a service-based service level agreement, the service level of the client query service is the same for all clients who will use that service.
For example, if the finance department and the human resources department are two customers who will use this service, the same SLA applies between the IT service provider and these two services, because it is a service-based SLA. Question 1: Which of the following statements is the correct definition of a client-based SLA? An SLA with a client covering all the services it usesB An SLA that covers all client groups and all the services they useC SLA for each service that are customer-oriented and written in business languageD An SLA for each service that covers all groups of customers using that serviceANSWERAQuestion 2: Which of the following data is least likely to be used in the incident process? An incident categoryB Cost of a defective itemC Make/model of the defective item Impact codeANSWERBQuestion 3: An IT department wants to set its prices at the same level as external suppliers that offer comparable services. This approach is known as:A Market PriceB The current interest rate agreed with customersC Costs plusD ProfitableANSWERAQuestion 4: Which of the following is NOT an element of availability management? A checkB securityC reliabilityD maintainabilityANSWERAQuestion 5: The amount of CI information stored in the CMDB should:A Be as detailed as possible so that frequent reports can be created to spend a lot of moneyB Be as high as possibleC Meet the organization`s information retention requirements Vary according to costANSWERCQuestion 6: Enable the implementation of a new service desk management tool, the capacity of the service desk servers must be expanded. .