As applications are moved from dedicated hardware to the cloud, they must achieve the same or even more demanding service levels as traditional installations. SLAs for cloud services focus on data center characteristics and more recently include network features (see carrier cloud) to support end-to-end SLAs. [11] Service level credits or simply service credits should be the only exclusive remedy available to customers to compensate for service level failures. A service credit deducts a sum of money from the total amount to be paid under the contract if the service provider does not meet the standards of delivery and delivery. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY. In addition to defining performance metrics, an SLA can contain a downtime management plan and documentation on how the service provider will compensate customers in the event of a breach of contract. Service credits are a typical way. For example, service providers may provide credits corresponding to the period during which they exceeded the AA performance guarantee. A service provider may limit penalties to a maximum dollar amount to limit the risk. Add the pricing models for each type of service with detailed specifications.
Other measures include the timing of notification of network changes that may affect users and general statistics on service usage. Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. Any professional interested in developing a career in IT service management should consider an ITIL v4 certification course. After being certified at ITIL Foundation, you can help a business organization implement IT service management best practices and use IT as a tool for its growth or change. The SLA should include elements in two areas: services and management. Often, the SLA includes a change control procedure that establishes a mechanism for agreeing and recording changes to the agreement or services to be provided. In an agreement of any length or complexity, it is inevitable that changes will be made to the services (which affects the level of service) and that an agreed and properly implemented change control procedure will be essential.
Add reference agreements, policy documents, glossary and relevant details in this section. This may include terms and conditions for both the service provider and the customer, as well as additional reference documents such as contracts with third parties. Service level agreements are notoriously difficult to measure, report and meet. They can also be difficult to configure and modify in many service desks. Nevertheless, it is important to pursue your performance based on the main objectives and SLAs offer a great opportunity to improve customer satisfaction.
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