https://training-course-material.com/index.php?action=history&feed=atom&title=SLASLA - Revision history2026-04-09T12:41:53ZRevision history for this page on the wikiMediaWiki 1.45.1https://training-course-material.com/index.php?title=SLA&diff=8116&oldid=prevBernard Szlachta at 06:39, 25 November 20122012-11-25T06:39:11Z<p></p>
<p><b>New page</b></p><div>{{Cat|OCEB T200.5.1 - IT Infrastructure}}<br />
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http://www.nkarten.com/sla.html<br />
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== SLA ==<br />
* SLA can be useful for better management of customers' expectations<br />
"SLA is a negotiated agreement <br />
designed to create a common understanding <br />
about services, priorities and responsibilities"<br />
* It is NOT <br />
** complaint-stifling mechanism <br />
** quick fix to a relationship with customer<br />
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== What is SLA ==<br />
* communications tool<br />
* conflict-prevention tool<br />
* living document<br />
* objective basis for gauging service effectiveness<br />
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== SLA Elements ==<br />
To be effective, a service level agreement must incorporate two sets of elements:<br />
* service elements <br />
* management elements<br />
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== Service Elements ==<br />
Clarify services by communicating:<br />
* services provided<br />
* services not provided (if could be reasonably assumed)<br />
* conditions of service availability<br />
* service standards (e.g. timeframes within which services will be provided)<br />
* responsibilities of both parties<br />
* cost vs. service tradeoffs<br />
* escalation procedures<br />
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== Management elements ==<br />
* tracking service effectiveness <br />
* reporting and addressing information about service effectiveness<br />
* resolving service-related <br />
* revising the agreement by the parties<br />
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== Ineffective SLA ==<br />
* process of planning, establishing, and implementing an agreement involves many people<br />
* process of information-gathering, analysing, documenting, presenting, educating, negotiating, and consensus-building <br />
* must involve customers<br />
"If customers are not part of the process, it's not an agreement!"<br />
* it is not one day effort (most common misconception)<br />
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== Alternative to SLA ==<br />
* Service improvement<br />
* e.g. documented and communicated service standards<br />
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== How Not to Establish an SLA ==<br />
;Wrong Time<br />
: during customer complaints<br />
;Wrong Person<br />
: using SLA to assign responsibilities within organization<br />
;Wrong Way: Involving one party only<br />
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== Steps in Establishing an SLA ==<br />
# Gather background information<br />
# Ensure agreement about the agreement<br />
# Establish ground rules for working together<br />
# Develop the agreement<br />
# Generate buy-in<br />
# Complete pre-implementation tasks<br />
# Implement and manage the agreement<br />
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== How Long Does It Take ==<br />
Typically 3-6 months<br />
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Factors that can influence the duration:<br />
# The service environment (how many and how complex the services are)<br />
# The proximity of the parties<br />
# The span of impact of the SLA<br />
# The relationship between the parties<br />
# The availability of a model<br />
# Prior SLA experience<br />
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=== Common pitfall ===<br />
* avoid "Jut-in-Case" syndrome<br />
* prioritize what is important what is not<br />
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== SLA Manager ==<br />
Scope of an SLA Manager include:<br />
* sales person<br />
* educator<br />
* negotiator <br />
* communicator<br />
* facilitator<br />
* conflict manager<br />
* detective<br />
* psychologist<br />
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== Responsibilities of SLA Manager ==<br />
SLA Managers role does not stop after <br />
* Serving as the point of contact <br />
* Periodically assessing the effectiveness<br />
* Delegating responsibilities <br />
* Planning training</div>Bernard Szlachta