I cannot declare myself a fan of contracts and other forms of written agreements. That doesn`t mean I`m against the idea of their existence. Like most of you, I have many other problems to solve and legally written documents are overhead, and therefore not in my field. At the beginning (of my career), I only knew the Service Level Agreement (SLA). But later, I discovered that there are also other chords, depending on the page you are looking at (see figure). Essentially, ITIL and ISO 20000 do not make a big difference in the definition and purpose of the agreements, but the designation is somewhat different. Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. Any meaningful contract without associated ALS (verified by legal advisors) is open to deliberate or involuntary interpretations. AlS protects both parties in the agreement. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B.

99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. Uptime is also a common metric that is often used for data services such as shared hosting, virtual private servers and dedicated servers. General agreements include network availability percentage, operating time, number of planned maintenance windows, etc. For more information on managing service levels, check out the BMC Service Management blog and these articles: Understanding SLM is one of the steps to obtaining ITIL® certification. It Infrastructure Library (ITIL) certification is a world-renowned IT services management certification, marketed by Axelos. There were several versions of ITIL, the latest ITIL v4 2018. The ITIL certification course is an entry-level qualification in the field of IT services management, which grants Foundation certification to study cross-checkers. The process is triggered by new agreements or agreements that need to be changed. The process is triggered by customer requests or CRM Process queries.

Without an agreement on the level of service, it is not clear what will happen if one of the parties does not hold out until the end of the agreement. For example, a telecommunications operator`s service target is to answer all support calls in 5 seconds, and calls are answered in only 5 minutes.