Exclusions should also be clearly mentioned in this section, the most common being the inability to provide services due to factors that are not subject to supplier control, such as natural disaster.B. Security – All security measures taken by the service provider are defined. This is usually the development and consensus on antipoaching, computer security and confidentiality agreements. Tools to automate the collection and display of performance data at the service level are also available. 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. This last point is crucial. Service requirements and supplier functions are changing, so it is necessary to ensure that ALS is kept up to date. Termination procedure – The ALS should define the circumstances under which the contract may be terminated or expire. The notice period should also be set by both parties. Service Description – ALS needs detailed descriptions of each service offered in all circumstances, including processing times. Service definitions should include how services are delivered, the provision of maintenance services, operating hours, dependencies, process structure and a list of all technologies and applications used. 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. ALS is generally one of two basic agreements that service providers have with their clients. Many service providers enter into a master service contract to define the terms and conditions of sale in which they work with customers. ALS is often included in the service contract of the reference service provider. Between the two service contracts, ALS adds greater specificity to the services provided and the metrics used to measure their performance. Before you subscribe to an IT department, ALS must be carefully evaluated and designed to achieve maximum service value from the end-user and business perspective.