One of the key metrics to determine for network services is when a client should be contacted when a connection failure has been detected. The next measure is the period before the failure during which the failure must be corrected. Measures should be designed in such a way that both parties do not reward bad behaviour. For example, if a service level is violated because the customer does not provide information on time, the provider should not be punished. These metrics depend on the exact type of networked services. Service level agreements can contain many service performance metrics with appropriate service level objectives. A common case in IT service management is a call center or services. Among the metrics generally agreed in these cases are: for example, if the finance department and the human resources department are two customers who will use this service, the same SLA applies between the IT service provider and these two departments, because it is a service-based SLA. Service level agreements include metrics that measure the performance of the service provider. It can be difficult to choose metrics that are fair to both parties. It is important that the metrics are controlled by the service provider. If the service provider can`t control whether the metric works in the specifications, it`s unfair to hold them accountable for the metric. The SLA should define the overall objectives for the services to be provided.

For example, if an external vendor`s goal is to improve performance, reduce costs, or access skills and/or technologies that cannot be provided in-house, the SLA should indicate this. This will help the customer create the service levels to achieve these goals, and should leave the service provider in no doubt about what is needed and why. Any professional interested in developing a career in IT service management should consider an ITIL v4 certification course. After being certified at ITIL Foundation, you can help an enterprise organization implement IT service management best practices and use IT as a tool for its growth or change. . . .