Customer-based ALS: The best way to define a customer-based ALS is a contract or contract with a single group of customers containing details of all the services they have used. An example of this type of ALS is an agreement between an IT service provider and the financial department of a multinational company for services such as the procurement system, wage settlement system, billing and financial system. Select the measures that motivate good behavior. The first objective of any metric is to motivate the corresponding behaviors on behalf of the client and service provider. Each side of the relationship tries to optimize its actions to achieve the performance goals defined by the metrics. First, focus on the behavior you want to motivate. Then test your metrics by placing yourself instead of the other side. How would you optimize your performance? Does this optimization support the results initially desired? “The objective of service level management is to set clear operational objectives for service levels and to ensure that service delivery is properly assessed, monitored and managed on the basis of these objectives.” Establishing an application profile allows the network organization to understand and define the service level requirements and network services provided by the organization as a whole. It also serves as a documented basis for network service support and guides network service objectives to meet business needs. Before I come to my four boards, leave us on the same page as what service level management is. The organization must continue to set individual service standards so that IT groups and customers have a clear understanding of the level of service provided to them. Measure the performance of the service level agreement, report results, and make necessary adjustments to maintain the required level of customer satisfaction. If you are familiar with the principles of the De Deming cycle, you will see how the adjustment loop itself is well adapted: planning (setting the ALS), do (making it available to the IT department), control (fairs, what has been measured in terms of objectives) and law (take corrective action when there is a deficiency).