How To Monitor Service Level Agreements

23 Sep 2021


How To Monitor Service Level Agreements

Service Level Monitoring and Reporting is a process of tracking and recording the level of service defined in an SLA.3 min read It-Outsourcing Deals, in which the remuneration of service providers is linked to the company`s results, has gained popularity, as companies grow from time and material or pricing models based on full-time staff. One of the slogans we come across many times in the answer to PRTG questions is “SLA Reporting”. To meet the demand, one of our partners created a PRTG plugin for SLA monitoring and as early as March of this year, my colleague Sasha wrote a blog post about it. But what is an SLA, when is it needed and what does it have to do with follow-up? In an average day, your service desk team doesn`t consider a printer failure a priority ticket. But the CEO`s printer? That`s another story. In practice, IT teams prioritize tickets in different ways: from the people involved to the opening of the ticket to even more complex combinations (such as a failure of the sales reservation system at the end of the quarter). 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. Many service providers give their proposal a percentage estimate of the number of operating time provided. Due to the need for service, most providers offer at least 99.99 percent uptime.

It sounds ideal, but think about how many minutes there will be in a year. Even 0.01 percent of unplanned downtime can add up and is unacceptable, as uptime is critical for a business. Even if you have services that work smoothly, it`s more than a Nice-to-have to have numbers to prove it. You can show your customers that you are good at what you do and that the money they pay you is well invested. In addition, proof that you can keep your promises can be an incentive for future customers. Now that you know what an SLA is, let`s check out the 5 essential functions for ALS monitoring. Define carefully. A vendor can optimize SLA definitions to ensure that they are met.

For example, metrik Incident Response Time aims to ensure that the provider addresses an incident within a minimum of minutes. . . .