Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization. This internal ALS script also compares the quality of service between an internal service and an external service provider.  Service level agreements are also defined at different levels: Service level agreements are an important way to manage partnership relationships in a supply chain. This form of contract goes beyond traditional written agreements, such as. B the declaration of a service specification and the price to be paid. ALS defines the type of goods or services and the level of quality to be provided. The idea of an “agreement” or “agreement” is a mutually agreed view between the two parties on how and what should or should be provided. ALS is considered an integral part of the development of a relationship between supplier and buyer and succeeds in formalizing it in practice. The obligations and responsibilities of both parties are defined within the ALA, which must be respected during the duration of the contract; In addition, the economic role of this type of contract is to reduce the associated costs of transactions in order to preserve a certain quality of service and to attribute the risks and costs of “production” and “consumption” of the service.
It Services ManagementThe Service Level Agreement (SLA) is a document that takes on the connotation of a contract and aims to define a number of service delivery restrictions (quality of service provided, performance evaluation parameters, results verification,…) and accept the relative prices demanded by the provider. This contract is therefore a tool to define and evaluate the needs of the organization with regard to the necessary services (service client) and, therefore, for the improvement of these services by the provider that offers them (provider). There is no doubt that the continued evolution of the needs of the SME sector in recent years has led to a transformation of methods and types of processes and, consequently, IT services in organizations. Each service provided by an IT structure must necessarily be evaluated on the basis of continuity, effectiveness and efficiency. One of the strengths of the efficiency and efficiency of IT services is response time, which is the first reference for the IT department perceived by the customer and, at the same time, the most difficult to guarantee the potential changes resulting from qualitative and quantitative changes in it. This can lead to customer dissatisfaction and, as a result, to the failure of access to the services offered. In such a scenario, it is important to have tools that can continuously monitor the levels of service offered in order to verify compliance with end-user requirements and the organization`s objectives.