Each SLA management strategy takes into account two well-differentiated phases: contract negotiation and real-time execution monitoring. Therefore, the SLA administration includes the definition of the SLA contract: the basic scheme with the QoS parameters; THE AES negotiations; SLA surveillance; detection of ALS lesions and the application of ALS, as directed. Your ITSM service must be able to collect and display the necessary metrics to determine if an ALS has been performed. SLAs must represent SMART objectives - specific, measurable, achievable, relevant and timely. The objective of managing service level agreements is to manage service level agreements so that customer requirements are taken into account and contracts are coordinated and harmonized. The prerequisite is to balance value and quality for the customer with service costs. According to ITIL 4, a Service Level Agreement (SLA) is "a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service." Simply put, an ALS defines what the IT service provider and the customer should expect when they enter into a contract for a service. Most service providers have standard SLAs - sometimes several, which reflect different levels of service at different prices - which can be a good starting point for negotiations. However, these should be audited and modified by the client and the lawyer, as they are generally favourable to the supplier. Service level agreements are the first step in creating a relationship between a service provider and a customer. If we realize what is expected of each party, there can be transparency and confidence on both sides. Regardless of the type of service level agreement signed, each party can now be held accountable in order to maintain its end of good deal. Sometimes it is necessary to compromise when the service provider does not have the resources to meet the client`s requirements.

In this case, the client may be forced to review its requirements and the service provider may be forced to invest in more resources. Such compromises create a good working relationship between the service provider and the client. Service level agreements contain measures to measure the service provider`s performance. It can be difficult to choose fair measures for both parties. It is important that the measures are controlled by the service provider. If the service provider is unable to control whether the metric is executed in the specifications, it is unfair to hold them to account for the metric. Because it is an internal document, legal language is only used to maintain the form of the document (i.e., it looks like an agreement), but the content focuses on the definition of the service that is provided, for example. B the furniture service supports the air conditioning of the data centers. The important thing is that the OLA must support ALS. This means that z.B.

if you use a database administrator from another organizational unit and you have an ALS that indicates that database-related incidents need to be corrected within 4 hours (for priority 2 incidents), the OLA must have at least the same parameters for these incidents or, as I suggest , better still (p.B 3 hours).