Service Level Agreement (SLAs)
It is thus a document that simply confirms an agreed level of service that is expected to be provided to meet the business needs of the customer.
Core21 SLAs are a formal means of identifying key services and processes required to meet business needs – these are monitored and any problem areas highlighted for action. The process has grown initially within the IT industry, both as a business requirement to optimize the provision of IT resources, and as a response to the challenge of external outsourcing of IT services. IT can also focus customers’ attention on the cost of providing additional services.
SLAs features of Core21.
- To improve service by defining and focusing on key services required to meet business requirements
- To discipline the service provider to review their ability to meet these requirements
- To discipline the customer to examine their requirements for key services
- To agree levels of expectation in all parties as to the levels of service that can be provided at an acceptable cost
- To improve understanding and working relationships
The basic reason for going through this process is simple – to improve service quality. This is done by identifying, quantifying and agreeing the levels of service required, such that the “customer” area operates efficiently.