As customers increasingly outsource their critical business processes, streamline their core business, they depend directly on the quality of the provider. As customers increasingly outsource their critical business processes, streamline their core business, they depend directly on the quality of the provider. The service level agreements (SLA) concluded between providers and their customers force operators to service management. The previous way to compensate for the missing service reference with heterogeneous component-based reports will no longer be accepted under the spotlight of the outsourced critical business process. This is a central point for providers that are bound to service level agreements.
To use management tools for a customer-oriented service level management, new structures must be created. These can no longer as so far based on the structures of the existing network and systems management. Provider must analyze their expert knowledge and service level agreements integrate, so that could be models for SLA monitoring aligned with the business process. It tools are required, covering all included business processes of customers. SLA tools using their content consistent can be together services to business processes, the provider is asked to document newly introduced services in relation to the relevance to business processes and service-oriented to provide its customers.
Thus minimizes the effort for measurable business processes, and customers and operators can assess business processes and planned fashion. In addition the theme joins SLM-specific measurement of business processes. The business processes are suitable, adequate measurement methods can be designed. Because these methods directly in the active mode are used, attention to is the subject of falsification of operating data. Service level management in the future is experiencing a greater automation, this approach provides a pragmatic solution. Is based on the described service level agreements IT services in the management of a service modeled designed structures, so certain conditions of service level agreements can E.g. via decision rules are better tested and controlled. From the monitoring of complex conditions may also complex control of service level agreements is thus possible. This is an important aspect with regard to the increasing number of service level agreements. The existing manual and also usually not business process-oriented service management is not quality-assured maintained indefinitely due to the mass of users, applications and underlying systems. To meet these needs in adequate way, provider must prepare the simply apply their standards. Just as models that allow status information about an application and provides automated control arise. The service level agreement is taking a control a crucial role. Only through a measurable and controllable service level Provider can support long-term quality-assured business processes of the customer agreement. For this reason, service level agreements are required for automation of management and quality assurance.