Smart Service Level Agreements

Scheid, E.J., Rodrigues, B.B., Granville, L.Z., Stiller, B.: Enabling dynamic Sla compensation using blockchain-based smart contracts. In: 2019 IFIP/IEEE Symposium on Integrated Network and Service Management (IM), pp. 53-61. IEEE (2019) So really talk to your stakeholders to get their version of “quality” and understand any concerns or gaps in current service offerings. It`s also worth understanding what already works well, as there could be an opportunity to do even better. Multi-tier agreements are a combination of a single service level agreement, a customer-level agreement, and an enterprise-level agreement. This is used when a large organization uses IT services and this agreement covers service issues for each “customer” within the large organization. In addition, the increasing networking and interdependence of the different services that power your technology infrastructure also requires you to coordinate the performance goals and timelines of their different ASAs. It is important to clarify the exact scope of the services you provide under each SLA.

Describe exactly which servers and software systems fall under your jurisdiction and ensure that all exclusions are clearly highlighted. For example, if a customer has a custom database or CRM system, they can go directly to the software company for assistance. Spend time defining the service accurately to avoid future discrepancies. The disaster recovery plan is at the heart of all solutions. As a rule, the disaster involves a total failure of all services or one of their central functions. In the case of Userlike, any scenario in which a customer is no longer available to chat with their website visitors is catastrophic. It is advisable to monitor the uptime of all key systems separately. For example, try to separately specify a percentage of uptime for email, file services, and remote access and provide a combined number to clients. This helps you and the customer determine if a particular service is creating problems, which can lead to the realization that the extra work or investment is needed. Castillo, E.A., Ahmadinia, A.: Intelligent Society Neural Network for an Intelligent Image. In: Proceedings of the 11th International Conference on Distributed Smart Cameras, p. 169-173 (2017) While LTC is necessary to keep service on track, it focuses primarily on technical details that are not directly related to the business.

While XLAs are a way to measure what customers think about using a product or service to improve the overall service experience. As Steve Jobs explained, single service agreements are used when a company provides a single IT service to a customer, even if that service is provided to multiple departments. If a customer needs multiple services, the proven method is to have a separate SLA for each service. This avoids confusion when multiple services are purchased. I`ve written before about focusing on the right things to encourage good behaviors. One way to do this is to add XLAs (or eXperience Level) agreements from the customer. Work with your IT service provider partner to understand the needs of your cloud services, IT infrastructure, internal processes, applications, basic service levels currently provided, and new IT initiatives. Use the “SMART” template .

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