Make sure the metrics reflect factors that are in the service provider`s control. To motivate good behavior, ALS metrics must reflect factors in the control of the outsourcer. A typical mistake is to penalize the service provider for delays caused by the customer`s lack of performance. If the client. B provides application code change specifications several weeks late, making it unfair and demotivating to keep the service provider on a pre-indicated delivery date. AlS bias by measuring client performance in interdependent actions is a good way to focus on expected results. 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. For example, when an organization requests that the level of security be increased in one of its services. In this situation, the entire company is secured by a security agency, but requires that one of its customers be safer in the company for certain reasons. The first type of service level agreement structure is service-based ALS. A service-based ALS covers a service for all customers.
Consider that the IT service provider provides customer service to many customers. In a service-based service level agreement, the level of service in customer consultation is the same for all customers who use this service. Yes, for example. B The financial department and the human resources department are two clients who use this service, the same ALS applies between the IT service provider and these two services, since it is a service-based ALS. SLAs see customers` expectations of the service provider`s performance and quality in different ways. Some metrics that may specify ALS include: Measures should motivate good behavior. When defining the measures, both parties should bear in mind that the objective of the measures is to motivate the corresponding behaviours on behalf of the service provider and the client.