Smart SLA

One of the most daunting tasks facing a Service Level Manager is the creation and maintenance of Service Level Agreements (SLA); their underpinning Operational Level Agreements (OLA); and the underpinning contracts agreed with third party service providers.

A well formulated agreement is an essential requirement for the provision of any IT service. It clearly sets out the obligations of both the service provider and the customer and defines the parameters for the delivery and measurement of the service.  Naturally, the quality of the agreement created is imperative. In order to serve its purpose it must be comprehensive and accurate and be written in language that both parties understand.

It’s one thing to know this, but quite another to know how to tackle it!

Where do you start? How do you establish what is required? How can you simply create an appropriate agreement?

In collaboration with XpertRule, SYSOP has developed Smart-SLA an SLA Generator which incorporates an expert system to gather and record the operating parameters for SLAs and OLAs and to generate a comprehensive Agreement in the ITIL recommended format.
All of the relevant parameters are maintained in a comprehensive database - massively simplifying the task of amending and updating SLA's as circumstances change.
http://www.xpertrule.com/