SLA Management

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What is Service Level Agreement Management?

SLA Management or Service Level Agreement Management is the ongoing process of ensuring all provided services and processes — including the underlying contracts — are in alignment with the agreed-upon service level targets stipulated by the contract. From the creation of help desk tickets to retrospective reporting and regular customer feedback, SLA monitoring helps to protect the business — and ensure your customers are satisfied. Because strong SLAs will specify the measurement criteria for the agreed-upon services and responsibilities, proper SLA management also involves remaining attentive to those metrics.[1]

Service Level Agreements

  • are based on Service Design
  • are negotiated and agreed upon with the customer
  • need the Supply Management Process for the supply of services (agreed in supplier contracts)on service levels (SLAs) from external partners (if needed)
  • need the Supply Management Process for the supply of services (agreed in UCs) on service levels (OLAs) from internal partners (if needed)

Objective of SLA Management[2]

The purpose of Service Level Agreement Management is to manage Service Level Agreements in a way that customer requirements are reflected and contracts are coordinated and harmonized. The basic requirement is to balance the value and quality of the customer with the costs of service. Service Agreement Management contributes to an integrated Service Management approach by achieving the following goals:

  • Every service provided to a customer is covered by an SLA containing a description of the guaranteed and agreed service level.
  • To achieve the service level targets, OLAs and UCs are established in support of the SLAs by the Supply Management Process.

SLA Management Software will help to:[3]

  • Automate the management and recurring billing of client contracts, including cloud services, against established service agreements
  • Prioritize tickets based on service-delivery agreements, set up unique response plans, determine resolution times, and use custom calendars and matrices to track progress
  • Proactively avoid breach of contract with workflows for automated alerts
  • Automatically send renewal reminders when contracts are about to expire or when a client’s support balance runs low

See Also

Underpinning Contract (UC) Service Level Agreement (SLA)
Service Level Management (SLM)
Service Level Objective (SLO)
Service Level Requirements (SLR)
Operational Level Agreement (OLA)