Explanation The service phase of the service lifecycle is designed to ensure that services operate within the agreed parameters. In the event of a service outage, the service is responsible for restoring service as quickly as possible and minimizing the impact on the business. A Service Level Contract (SLA) is an obligation between a service provider and a customer. Specific aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of ALS is that services are provided to the client in accordance with the contract. For example, internet service providers and telecommunications companies will generally include service level agreements under the terms of their contracts with customers to define service levels of service level sold in plain language. In this case, ALS generally has a medium-time technical definition between errors (MTBF), average repair time or average recovery time (MTTR); Identifying the party responsible for reporting errors or paying royalties; Responsibility for different data rates throughput; Jitter; or similar measurable details. Service level agreements can contain many service performance metrics with corresponding service level targets. A common case in IT services management is a call center or service desk. Among the commonly accepted metrics in these cases: Explanation There are three types of metrics: technological metrics, process metrics and service metrics. One organization should bring all three together and analyze for continuous service improvement. Explanation Service Level Management is one of the processes within the service design phase, it shares many activities and objectives with continuous service improvement. In particular, both focus on regular measurement and verification of services.
Many SLAs follow the specifications of the Information Technology Infrastructure Library when applied to IT services. Cloud computing is a fundamental advantage: shared resources, supported by the underlying nature of a common infrastructure environment. SLAs therefore extend to the cloud and are offered by service providers as a service-based contract and not as a customer-based agreement.