IT outsourcing agreements, in which the remuneration of service providers is linked to the results obtained, have gained popularity, with companies developing from time and pure materials or full-time price models. A Service Level Contract (SLA) is a contract between a service provider and its customers that documents the services provided by the provider and sets out the service standards that the provider is required to meet. An after-sales service contract is concluded between the supplier and an external customer. There is an internal ALS between the supplier and its internal customer – it can be an organization, a department or another site. Finally, there is a lender ALS between the provider and the lender. Section 4 also describes the types of service agreements, while Section 5 contains guidance on the specific elements of each of these areas that could be included in a service agreement. This section should describe the service provider`s customer relationship management system. This should include available services, problem-solving processes, important contact names and contact information, all response times and commitments to solve problems. Escalation procedures for issues relating to the daily life of relationships should also be detailed. The nature and frequency of reports to the relevant governance committee on the scope of issues and their resolution should be described in a timely manner. IT is believed that ALS comes from network service providers, but is now widely used in a number of information technology areas. Some examples of industries that create ALS are IT and managed service providers, as well as IT and Internet service providers.
Services must ensure that they have a legal mandate to provide a service before providing funds to the service of service in the delivery or cooperation in the delivery of the service. Services providing services must also be empowered to recover costs and, if necessary, return revenue. Any cost recovery model used must be consistent with existing cost recovery authorities and Ministry of Finance policies. Section 2 outlines the proposed steps to define a service contract. This guidance presents a flexible approach to developing service agreements tailored to the specific requirements of a given relationship and/or the complexity or scope of the service relationship. The application of the approaches outlined in this guidance should improve the consistency and clarity of service relationships within government. Here you define the responsibilities of the service provider and the customer. 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.
First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? The governance elements of a service agreement are designed to ensure that the parties clearly understand not only who decides and who does what, but also when and how each will act with respect to the possibility of a service relationship.