Perhaps most of a service level contract comes next and is called a service agreement, which contains many key components for which the service provider assumes responsibility. Topics in this section include: The first page of your document is simple, but important. It should include: Service level agreements may contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the metrics generally accepted in these cases: one of these problems appears at some point in each project or service. The purpose of a service-level agreement is to overcome these problems as much as possible. The problem is that the service provider was encouraged to provide the minimum service specifications described in the ASA at minimal cost. This meant that the service rarely went beyond and beyond in terms of supply, and that the restrictions imposed by ALS meant that the service provider was not agile enough or had enough incentives to meet the rapidly changing business needs – the reality of modern business environments. Monitoring and Service Report – This section defines the reporting structure, follow-up intervals and the parties involved in the agreement. A customer-based ALS is a bit tailor-made. This is because the service provider offers you a specific service.

The Change process section provides a formal tool to amend the agreement to meet changing service requirements and priorities. In broad terms, an ALS generally contains a list of destinations, a list of services covered by the agreement, and a definition of the responsibilities of the service provider and the client under ALS. Tools to automate the collection and display of performance data at the service level are also available. Sometimes you see service level agreements that are 100% legal. In my humble opinion, they should be avoided – or at least two ALS should be created; one for lawyers and one for the people who have to execute them.