Service Level Agreements Best Practices

E-commerce operations usually have extremely aggressive SLAs at all times; 99.999 percent uptime is a non-unusual condition for a site that generates millions of dollars an hour. IT organizations that manage multiple service providers may want to enter into operational level agreements (AEOs) to explain how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. Too many organizations set service levels and never change them. Inaccessible service levels are ignored and these are easy to reach to make IT complacent. It`s very likely that the first service level goals you set aren`t perfect. Your service levels themselves, not just the performance against them, should be regularly checked and, if necessary, changed. If a goal is still exceeded, you can spend too much money outperforming technology for service. This in turn refers to the actual understanding of what users need. Golden service levels can be beautiful, but the cost can exceed the actual value…