• Depending on the company, many agreements can be made. Below are the three most common types of agreements. Service Level Agreements (SLAs) are an important part of IT services management (ITSM). SLAs are agreements that define what users and customers can expect from IT services; Set targets for suppliers Regularly inform providers, customers and stakeholders of how services meet these expectations. This information is used for improvements. The use of ALS can support effective working relationships between IT and the company, as both parties should be involved in the creation, maintenance and use of ALS. Service Level Management is the process that is responsible for ALS in an organization. Designing results-based service level agreements – which have been concluded with any supplier – would determine how each provider contributes to baggage management for the airline, and would allow the organization to provide a global vision to its stakeholders. Imagine that IT could report a decrease in percentage of lost luggage for a given month (compared to 99.8% availability)! The dream SLA model of the future is a results-based agreement, whereby external or internal service providers understand their role and how they contribute together to an organization`s bottom line. This approach shifts the model from a silo culture to a more proactive and strategic partnership between IT, its service providers and the activities that information technology serves. A new use of an airline to provide examples of company results: Blackouts: A blackout period is based on an agreement between the customer and the Desk Service over specified periods when the customer has no service expectations. This can also be the preferred time for updating and maintaining items, as they do not affect the availability of the service. A downtime may be indicated in alS.

    During this period, ALS is considered inactive and its measurement time is stopped. OLAs that confirm a workflow status using an ALS with a blackout period also support the blackout period. Blackouts are typically used as part of change and configuration management to inform users of the appropriate time frames in which an alS-associated item must be programmed to be disconnected in the event of a default. If an outage is planned for an item, the blackout period is displayed, which informs the end user of the best time to plan a planned outage to take into account when defining ALS: It could be said that the construction of SLAs is basically the reason why IT services are not perceived as innovative and strategic. IT organizations are often seen by the company as underperforming, disconnected from the requirements of the company and simply as “goods” and not as partners.

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