Ideally, ALS should be aligned with the technological or commercial objectives of the commitment. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. There will likely be a section in the AES that will indicate how to measure the service provided. It will also cover the question of how to resolve any problems between the parties involved. If there are penalties related to the non-availability of the service, the ALA will also reduce them. Normally, an ALS has an agreement between a company and an external entity. However, in some cases, they are an agreement between two divisions of the same company. IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. These agreements are widespread in some sectors, such as. B hosting companies and other delivery services, where customers have high expectations to achieve almost perfection. Having an ALS is very useful for a company that offers a service, as it helps create and maintain realistic expectations for customers. Today, there are so many changes in the industry that we communicate, how we manage and how and from whom we source services. Many of these changes are linked to the emergence of technologies, others are constrained by the consolidation of companies into massive conglomerates that limit the opportunities that payers can obtain services from.
In addition to all these changes, there are also changes in program management philosophies and structures. The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Depending on the service, the metrics to be monitored may include: from a regulatory point of view, organizations must have a formal contract with suppliers providing products or services. The treaty must clearly address the obligations and responsibilities of all parties involved.