This proven and important method depends on engaging and listening to your customers when creating and modifying their SLAs. Let them be part of the process so they can understand your service levels and you can customize your SLAs to suit their needs. ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs. Many different factors need to be taken into account in determining which ALS structure is best suited to an organization. Let`s use another example. Suppose we are a beverage supplier with tea, coffee and juice in our service portfolio. If Customer A wants tea to be provided every morning and evening, coffee before and after lunch and juices during the lunch break, this is the personalized ALS that we have signed with this particular customer, and that is how we rent the offer. Users expect to know what levels of service they are getting. They may only be interested when they have problems, but it is always a good practice to include them in ALS to ensure that content is presented in a way that users can understand.

SLAs help a company manage its suppliers by identifying expected performance. There is a risk for a company that publishes its SLAs for external customers without ensuring that service levels can be met. Customers will consider these levels of service as promises and will quickly be unhappy if they fail. Even a failure can result in a loss of customer loyalty. Strict adherence to strict terminology for other types of documents was often confusing for service providers and did not add much value to entertainment. In fact, for ITIL v3 students, it was often a confusing area, and most people only memorized the conditions for passing the exam – and returned to call everything ALS after class. Personally, I think change is a good thing because it simplifies the terminology we use. (Marginal note: If you find the value of using the terms OLA and UC, feel free to continue using them. No one is telling you that you shouldn`t or can`t do it, these are simply no longer terms defined as part of the ITIL 4 framework. Enough information for the reader to understand what the service is It is just as important to define where an ALS does not apply as it applies.

Your ALS should define all the usual and unusual situations that interfere with or prevent the processing of IT services. Using a multi-level structure for a large organization reduces duplication of effort while providing accommodations for customers and services. Therefore, the SLAs apply to all departments of this organization at the corporate level. The SLAS at the customer level apply to the division, etc. Audit interviews should be conducted regularly with clients to verify service results in the final period and to preview any problems for the coming period. Minutes of meetings should be prepared for all review meetings and action points, and progress should be reviewed at the next meeting to ensure that action points are monitored and properly implemented. However, one of the basics available for writing good SLAs is to first have a solid list of services you offer as part of a service catalog (it`s hard to write ALS if you lack clarity around the “S”).