Service Level Agreement Certification

In today`s competitive environment, managing your contracts is more important than ever when it comes to outsourced activities such as information technology, operations, maintenance and facility management. Service Level Agreements (SLAs) are used as a highly effective way to manage and control the relationship between the service provider and the end user, both internally and externally. It monitors the expectations of both parties, defines the parameters of accountability and provides performance indicators. Establishing and managing formal agreements with suppliers of maintenance equipment and services not only requires a complete understanding of business and organizational requirements, but also depends on keeping contract awarded up to date. This last point is critical; Service requirements and vendor functions are changing, so there needs to be a way to ensure that the SLA is updated. The service elements include the particularities of the services provided (and what is excluded if there is reason to doubt), the conditions of availability of the service, standards such as the window of opportunity for each level of service (for example, prime time and non-prime time may have different levels of service), the responsibilities of each party, escalation procedures and cost/service trade-offs. Understanding SLM is one of the steps to achieving ITIL® certification. The IT INFRASTRUCTURE Library (ITIL) certification is a globally recognized IT service management certification distributed by Axelos. There were several versions of ITIL, the last ITIL being v4 2018. The agreement may need to be renegotiated. Designing the SLA from two sides by measuring the customer`s performance in interdependent actions is a good way to focus on the expected results.

The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. mSLAcert was developed for the level of verification and certification. It consists of two components, a server and an agent. The measurement is based on RTT tests and TCP/UDP uploads from the server to the agent; At the end of the download tests, the agent returns a report to the server and reports the measured parameters. The resonator may request additional tests from the supervisor for the SLA check.. . .