Management Von Service-Level-Agreements

The quality audit verifies the effectiveness of the quality management system, verifying and evaluating measures to improve actual quality processes. Each SLA management strategy takes into account two well-differentiated phases: the negotiation of the contract and the monitoring of its execution in real time. Therefore, the management of the AA includes the definition of the SLA: the basic schema with the QoS parameters; SLA negotiation; AA oversight; detection of ALS violations; and the application of AA – according to defined guidelines. Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics generally agreed in these cases, outsourcing involves the transfer of responsibility from an organization to a supplier. [14] [15] The European Commission presented a summary of the results of different research projects in the field of ASAs (from specifications to control, management and implementation). [16] Risk Management and Risk Recovery – Risk management processes and a disaster recovery plan are defined and clearly communicated. Service level agreements were originally used in outsourcing projects.

[2] Subsequently, they entered the field of IT services and are now also used for other services such as building cleaning, maintenance, financial management, accounting, royalty invoicing. In Germany and Switzerland, SLAs have become known by ITIL. Typically, ESAs include many elements, from the definition of services to the termination of the contract. [2] In order to ensure strict compliance with the AGREEMENTS, these agreements are often designed with specific dividing lines and the parties concerned must meet regularly to create an open forum for communication. The rewards and penalties applicable to the supplier are often indicated. Most SLAs also leave room for periodic (annual) revisitation to make changes. [3] For important services, the definition of a level of service for services to be provided at the agreed transfer price is a central element (Bundi & Trachsel, 2010, pp. 7-8).

Service levels refer to the quality levels agreed in an SLA or proposed by the supplier as a standard. Customers can choose a higher or lower level of service quality (higher or lower KPI). Higher service levels usually involve higher costs.