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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

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SERVICE-LEVEL AGREEEMENT

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  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

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