Service level agreements are notoriously difficult to measure, report and meet. They can also be difficult to configure and modify in many service desks. Nevertheless, it`s important to pursue your performance based on key goals, and SLAs offer a great opportunity to improve customer satisfaction. Tools that automate the collection and display of service-level performance data are also available. SLAs are an integral part of an IT provider contract. An SLA gathers information on all contractual services and their expected reliability in a single document. They clearly state metrics, responsibilities, and expectations, so that no party can invoke ignorance in case of problems with the service. It ensures that both parties have the same understanding of the requirements. Exclusions – Specific services that are not offered should also be clearly defined in order to avoid confusion and eliminate the margins of acceptance of other parties.
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