Service level obligations should be continuously monitored, managed and measured. Monitoring and alarming should be proactive and contain a performance cushion necessary for SLM to identify metrics and metrics that accurately reflect the customer`s actual experience and satisfaction with the overall service. And since it varies from organization to organization, the only way to know what they are is to find out directly from customers. This section defines what is being monitored and what power thresholds are acceptable (for example.B. an SLA can describe memory availability relative to the percentage of space used before taking steps to reduce current available space or gain more capacity). Let`s use another example. Let`s assume that we are a beverage supplier with tea, coffee and juices in our portfolio of services. If customer A wants tea to be made available every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized SLA that we have signed with this particular customer, and therefore we re-ensenduce the offer. Service level management today is primarily responsible for collecting service requirements as well as monitoring and reporting on agreed service levels.
It Service Continuity Management: ITIL is a process relevant to availability management and MSLs, which targets potential issues that may negatively impact IT services and potential business outcomes. ITIL also links continuous IT service management to business continuity management, an increasingly critical link in the growing list of industries where IT services not only redefine the business, but also enable new business models. Most service providers have standard SLAs – sometimes several that reflect different levels of service at different prices – which can be a good starting point for negotiations. However, these should be reviewed and amended by the client and the lawyer, as they are generally inclined to the benefit of the supplier. Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? Service level agreements are also defined at different levels: the IT business must be able to act as a valuable partner for each of its stakeholders. When additional services become available, the needs of each interested party may be unique….