When a company equips multiple customers and individual users outside the organization with the same online services. B, for example a financial institution that provides online banking services, there will usually be a single ALS for all customers, describing the services and objectives they receive. It will not be possible to obtain agreement from all of these customers, so that an ALS of this type is generally agreed with a representative, such as the internal owner of the business for these services. If there is a user group for the services, they should be consulted on the requirements for service levels. However, it can be difficult to reach consensus and agreement on the final AGREEMENT. Overall, an ALS generally contains a list of objectives, a list of services that must be covered by the agreement, and a definition of the responsibilities of the service provider and clients under ALS. The ALS should contain not only a description of the services to be provided and their expected levels of service, but also metrics to measure the services, obligations and responsibilities of each party, corrective measures or penalties in the event of a breach, and a protocol for adding and removing measures. IT is believed that ALS comes from network service providers, but is now widely used in a number of information technology areas. Some examples of industries that create ALS are IT and managed service providers, as well as IT and Internet service providers. There are three basic types of SLAs: customers, internal and lenders service level agreements. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs.
Service Level Management (SLM) is defined as “responsible for all service management processes, operational-level agreements and underlying contracts are tailored to agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer evaluations. Joe also provides consulting services for IBM i-shops, data centers and support services.