The first type of service level agreement structure is service-based ALS. A service-based ALS covers a service for all customers. Consider that the IT service provider provides customer service to many customers. In a service-based service level agreement, the level of service in customer consultation is the same for all customers who use this service. Yes, for example. B The financial department and the human resources department are two clients who use this service, the same ALS applies between the IT service provider and these two services, since it is a service-based ALS. Some General ALS metrics The idea behind ALS metrics is to measure the quality of a service provider`s work. An ALS may contain one or more agreed metrics to measure performance. This article explains the SLM, the types of ALS, their structures and their content. For example, high-end or standard services, incidence or requirement services, or any other distinction between services. Applies to a specific user within a service that has a standard ALS.

It is useful to offer another treatment to a client we want to capture, keep or pay special attention to. If the service provider is taken over by another entity or merges with another entity, the client can expect his ALS to remain in effect, but that may not be the case. The agreement may need to be renegotiated. Don`t make assumptions; Note, however, that the new owner does not want to alienate existing customers, so they can choose to honor existing SLAs. This ALS does not require frequent updates, as their problems are generally not changed. It contains a broad debate on all relevant aspects of the agreement and applies to all customers in the end-user organization. Maintaining service level agreements is part of service level management. Each time a service is changed or the service level objective of a service change, the service level agreement must be reviewed and revised. The new level of service agreement must reflect changes to the service or service level objectives.