It is important that ALS contains meaningful measures so that the service provider and the customer can clearly assess performance. As management services and cloud computing services become more frequent, ALS is developing to respond to new approaches. Common services and non-personalized resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements to cover all customers of a service provider. In order to avoid confusion or misunderstanding between the two parties in the event of a violation of ALS, it is necessary to clearly state such sanctions in the agreement. Otherwise, they will not be legitimized. The terms of payment of the compensation should be explicitly and in detailed, without leaving room for discussion. When IT outsourcing began in the late 1980s, SLAs developed as a mechanism to resolve these relationships. Service level agreements set expectations for a service provider`s performance and impose penalties for lack of targets and, in some cases, bonuses for exceeding them. Because outsourcing projects have often been tailored to a particular client, outsourced ALSs have often been designed to drive a particular project. SLA is also referred to as the Operating Level Agreement (OLA) when used in an organization with no established or formal relationship between supplier and customer.

The evaluation and calculation of ALS determines a degree of compliance with the agreement. One wonders how they calculate ALS? There are many ALS computing tools available on the Internet. The real question is exactly what to calculate. SLAs are different from KPIs. SLAs are documents that describe the broader service agreements between a service provider and its customers, while KPIs are generally used to measure business performance against their strategic objectives. However, KPIs can be part of an ALS to measure the provision of defined service standards. Simply having service level agreements is not a guarantee that they will be respected. If an agreement is negotiated with management and then buried somewhere in a file, the person actually doing the job may not be aware of the expectations it has. It will therefore help to ensure compliance with the requirements by looking at the standards and basic measures that apply to the task. In the following section, the agreement table should include four elements: for the defined measures to be useful, it is necessary to define an appropriate baseline, specifying the measures at reasonable and achievable performance levels.

It is likely that this baseline will be redefined throughout the participation of the parties to the agreement, using the procedures defined in the “Periodic Review and Amendment” section of the ALS. A concrete example of ALS is an agreement on the level of service in the computational centre. This ALS contains: These measures should also be realistic and achievable for the service provider.