Best use SLA to regulate it service outsourcing

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An important principle of standardizing it service outsourcing with SLA is the "spirit of contract". Once both parties reach an agreement, things become very simple: everyone "acts according to the contract". If any party breaches the contract, the other party can claim compensation according to the punitive terms in the agreement. The more specific and explicit the provisions of the agreement, the less likely disputes will occur. At present, it service outsourcing is becoming more and more popular, and disputes between service providers and users are also heard from time to time. The main reason for the dispute is that there are too many "gray areas" in the process of performing the contract between users and service providers

the unclear definition of service level becomes the fuse

when selecting it services, it is no longer a natural choice for the internal IT department to stop running without lifting the rack and absorb the drop hammer. Enterprises do not mind or fear outsourcing IT services. However, service is an abstract concept. How to define and measure the service level? This is the most ambiguous place, and many outsourcing cooperation disputes have arisen from it

for service level, it is necessary to define it clearly. For example, there is a service level agreement: the service department must "ensure that the percentage of problems solved in one way is not less than 60%, and sometimes the percentage of" problems solved in one way "in the first six months is even less than 10%. Because the problem encountered by the user is a hardware failure, which requires the support of technicians on site. It is impossible to solve the problem by calling. Therefore, if the service agreement of "one is to solve the problem" cannot be clearly defined, it may be misinterpreted

over the past decade, the IT industry has made many efforts to make it service participants respect the "spirit of contract", so the concept of service level agreement (SLA) has emerged, and information technology infrastructure library (ITIL) is one of the more prominent initiatives

ITIL is a set of service management standard library developed by the British central computer and Telecommunications Bureau (now incorporated into the British Department of Commerce) in the mid-1980s. It is based on a set of standardized and financially measurable methods of using it resource service management, and is suitable for organizations with different specifications, technologies and business needs. ITIL mainly includes six modules, namely business management, service management, ICT infrastructure management, it service management planning and implementation, application management and security management. Among them, service management is the core module, which includes two process groups, "service provision" and "service support"

steps to define service level

there is no doubt that the industry's recognition, acceptance and compliance with objective standards such as ITIL will contribute to the further development of the IT service outsourcing market. This is like a region that wants to fully develop its economy. Perfect, transparent and unambiguous regulations will reduce unnecessary adherence to cleaning (it's best to clean up after completing experiments every time)

before defining the service level, service providers and enterprise users must jointly conduct "business impact analysis" to determine the actual service level required by users. The cost of service is directly proportional to the availability, so don't overestimate the service level. After the service scope and service level are defined, the service provider and user can establish the roles and of both parties, which will clearly specify the workflow and tasks of each other. Both parties should know this well, and ensure that each department is in its place, so that the process and work can be carried out smoothly

service level and service measurement mechanism complement each other and complement each other. The combination of the two needs to consider factors such as measurement procedure, measurement frequency, defining benchmark, current starting point, target level and department performing measurement. Once the above work is in place, enterprises can turn their attention to the two major units of ITIL: service support and service provision. The work of service support includes service desk, emergency management, problem management, configuration management, change management and release management, while the work scope of service provision includes service level management, capacity management, service continuity management, availability management and financial management

these aspects are interrelated. For example, the service desk is the starting point of contact between service providers and users. Once an accident turns into a problem, taking appropriate response actions and corresponding problem handling can reduce the impact on business interruption. In addition, configuration management, change management and release management can be used to reduce the risks caused by human errors at the same time

IT services need to be managed as a whole

the management of services is to integrate a series of IT management, such as monitoring, analysis, optimization, implementation, demand management, establishment of capability database, etc. In practical applications, regular service capability management reports, key performance indicators (KPI) data and regular working meetings will help enterprises continuously monitor their IT service capability. In this way, supervisors involved in all links will always pay attention to the IT service quality of their own departments. At the same time, enterprises' analysis of IT service trends and the causes of major accidents and problems in the past will also help to adjust the management of their IT services

for enterprises, it is a great challenge to continuously improve and make the equipment work more smoothly and improve the measurement standard of IT service level. However, it is necessary to do so, because only by constantly improving their IT service quality can they meet the growing business needs of customers. In addition, customer satisfaction is also one of the important standards to measure service ability. The IT department can get feedback through regular user surveys, so as to review the shortcomings of the work and formulate corresponding implementation plans to improve this satisfaction

this concept of taking customer satisfaction as an important evaluation standard for the configuration of tensile testing machines in Jinan experimental machine factory should run through the whole enterprise, even the members of the board of directors; Especially the members of the support service department, agents and problem solvers, because they are all the links in the enterprise that directly communicate and cooperate with customers. Only by ensuring the IT service quality of the enterprise in each link can we really improve customer satisfaction. (end)

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