SLA – Everything you Need to Know
SLAs are agreements that define what users and customers can expect from the IT services; define targets for suppliers; and provide suppliers, customers, and stakeholders with regular information on how the services are delivering on these expectations. This information is used to drive improvements. Using SLAs can support effective working relationships between IT and the business, as both should be involved in SLAs’ creation, maintenance, and use. Service Level Management is the process responsible for SLAs in an organization.
Well-developed and -implemented service level agreements can benefit the customer, the users, and the suppliers, including internal IT. These benefits are best realized through careful design, planned implementation, active use, and continual improvement. Here are the benefits of SLAs
- Help guarantee good service and satisfied customers
- Provide end-users with an expectation of the quality of service they can expect to receive
- Help to avoid misunderstandings or confusion about what must be done
- Provide a trusted source of information for the agreement
- Make the customer and the supplier be attentive to the details of the services
- Protect suppliers from ambiguous and unstated requirements