Qa Service Level Agreement
Before defining ALS, it is important to define key result areas (KRAs). These are large-scale areas in which ALS is measured and could be in areas such as governance, process, resources/staff and transition. Once they are defined, we can set THE SLAs in any KRA. It is important to choose the SLAs that are relevant to engagement (managed service, co-source, staff extension) or type of testing (function/automation/performance/SOA, etc.). A common error in the definition of ALS is not the definition of criticism of a particular ALS. This is important because it is not necessary for all SLAs to have the same critical rating. Some are more relevant than others, so we can use a critical, high, medium or low classification for the same thing. Once the criticism is attributed to the SLAs, we will have to decide how to measure them. I`ve always seen that customers are not sure of the measurement of ALS. However, the decision on the instruments and method of calculation for the measurement of ALS is essential. Finally, a decision on the frequency of ALS registration (wise, monthly or quarterly publication), when (wise, monthly or quarterly publication) and how (spread sheet, Sharepoint, document) will be decided. Management elements should include definitions of standards and methods of measurement, reporting processes, content and frequency, a dispute resolution procedure, a compensation clause to protect the client from third-party disputes arising from breaches of service (which should already be included in the contract) and a mechanism to update the agreement if necessary.
Recently, ALS has experienced significant growth, particularly in defining IT services terms and contracts. In this sense, we can rightly say that ALS has made a significant contribution to best practices and excellence in providing third-party services to information and telecommunications technologies. No wonder the ITIL methodology dedicated the SLAs to a good section! The SLA metrics required depend on the services provided. Many elements can be monitored as part of an ALS, but the scheme should be kept as simple as possible to avoid confusion and excessive costs on both sides. When selecting metrics, check the process and decide what is most important. The more complex the monitoring scheme (and associated corrective measures) is, the less likely it is to be effective because no one will have time to properly analyze the data. If in doubt, opt for the simple collection of metrics; Automated systems are the best, as expensive manual metric input is unlikely to be reliable. Measures should be designed so that bad conduct is not rewarded by both parties. If z.B. a service level is violated because the customer does not provide information on time, the provider should not be penalized.
However, in the case of critical services, customers should invest in third-party tools to automatically collect sLA performance data that provide objective performance measurement. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics.