In the next section, the chord overview should contain four components: Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? Whether you use a service provider for your broadband, your private IP network, a managed firewall, support support or a cloud computing platform, any service provided by a third party is an independent service. This means that each service does need its own ALS with its own terms of use plus metrics negotiated on a case-by-case basis. How does an ALS differ from a contract? The main difference is that contracts can be entered into without indicating service levels. While it is unlikely that most companies will meet regularly with service providers to report on performance under a standard contract, the level of service agreement involves a negotiated agreement, regular evaluation, strong communication and the possibility of adaptation. The ALS should set the overall objectives for the services to be provided. For example, if the objective of an external provider is to improve performance, reduce costs or provide access to skills and/or technologies that cannot be made available internally, WADA should say so. This will help the client create the service levels to achieve these goals and should leave no doubt to the service provider about what is needed and why. ITIL focuses on three types of options for structuring ALS: service-based, customer-based and multi-level SLAs.
Many different factors need to be taken into account in determining which ALS structure is best suited to an organization.