Unfortunately, IT organizations and ITSM frameworks continue to use this outdated SLA model because they are familiar with it. In my experience, service level agreements are usually not negotiated or fully consulted with company representatives (the people who actually use it). Negotiating with service providers and designing service levels is usually a purchasing function. SLAs have long offered very traditional approaches to measuring what IT organizations perceive as quality of service. These traditional metrics are based on IT infrastructure and applications such as.B.»Server up/down» or the response times of a computer software application. When the technology was less complex, these metrics were adapted for this purpose; But what about today? In its most fundamental form, a service level agreement sets a minimum level of performance to which the customer accepts and the supplier undertakes to deliver. As Nipa explained in a previous blog post, she managed to restructure TransAlta`s IT group in order to better meet business demands, do the things that are important to users, and do them within a reasonable time and cost. As described on this blog, it dramatically changed the value equation of IT in the enterprise, made it much less expensive, got results much faster, while bringing better quality and more reliable work. It`s a pretty impressive series of achievements. It is therefore worth paying attention to its strategies to take the organization to the next step. The Service Level Agreement (SLA) model has always existed in the world of information technology in any form, as a promise to guarantee a level of service. As an alternative to operations-oriented LTAS, ESAs consider the desired outcomes and the value provided. They measure and report on what`s really important to customers and consumers, whereas traditional SLAs typically focus on availability, numbers, and speed.
Many SLAs meet the specifications of the Information Technology Infrastructure Library when applied to IT services. A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. However, it would be rare for a single supplier to accept such agreements, both financially and responsibly; As a rule, no supplier has full ownership of the result. SLAs are not dead. However, SAs only take the technology-centric view of service. Traditional SLAs need to be replaced by a modern approach that includes customer experience. Everyone needs a committed agreement to do business.
However, customers need something above or in addition to SLAs. Here`s the new kid on the block called XLA, Experience Level Agreement, which puts the customer experience above all else. XLA focuses on customer satisfaction and includes data that is both challenging and flexible. No one remembers the AA engaged when we are faced with a critical problem. As a result, customer experience takes precedence over hard technical data. You can call it what you want, but it`s important to understand what it means. XLA emphasizes continuous improvement and revision as opposed to SLA….