1 / 10

SERVICE-LEVEL AGREEEMENT

SERVICE-LEVEL AGREEEMENT. By Patrick Mayaki. DEFINITION. A Service-level agreement (SLA) is a document that describes the level of service expected by a customer from a supplier. CONTENTS. SLAs commonly include segments to address the following: A D efinition of Services

hector-carpenter
Download Presentation

SERVICE-LEVEL AGREEEMENT

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. SERVICE-LEVEL AGREEEMENT By Patrick Mayaki

  2. DEFINITION • A Service-level agreement (SLA) is a document that describes the level of service expected by a customer from a supplier Service-Level Agreement

  3. CONTENTS SLAs commonly include segments to address the following: • ADefinition of Services • Performance Assessment • Problem management Service-Level Agreement

  4. DEFINITION OF SERVICES Several transactions involving the provision of services from supplier to consumer could warrant the use of a Service-level Agreement. They all define their services differently. EXAMPLES • B2C (Rogers to John Doe) • B2G (Web Designer to Service Ontario) • B2B (PeopleSoft to Sheridan College) Service-Level Agreement

  5. PERFORMANCE ASSESSMENT • In order to assess the performance of a supplier, a “level of service” must be defined, with specific details regarding the levels of availability, serviceability, performance, operation, or other attributes of the service. • The specifications must have measurable metrics in order to reduce the potential for deliberate or inadvertent misinterpretation. Service-Level Agreement

  6. PERFORMANCE ASSESSMENT Common Metrics • Service Availability – amount of time service is available for use, e.g. 99% uptime. • Defect Rates – counts or percentages of errors in major deliverables, e.g. process errors, missed deadlines, abandonment rate, etc. • Technical Quality – predetermined specifications regarding quality of service, e.g. first call resolution. • Security – preventative measures employed to ensure security, e.g. anti-virus updates, secure networks, etc. Service-Level Agreement

  7. PERFORMANCE ASSESSMENT Other Metrics • The number of users that can be served simultaneously • Whether persons affected by scheduled downtime were notified in advance • Many more Service-Level Agreement

  8. PROBLEM MANAGEMENT • The Metrics help determine the remedies or penalties to be issued in the event of a problem. • Customers could use an SLA management tool to monitor and assess the metrics, or outsource to a third-party monitoring organization. Service-Level Agreement

  9. CRITICAL POINTS • A change in managementor obsolescence in technology could affect service. • Proliferation in Outsourcing and C loud Computing would increase sensitivity to changes in service • SLAs need to be continuously revised to adapt to changes in scope Service-Level Agreement

  10. END Any Questions? Service-Level Agreement

More Related