The content of service level agreements is based on the basic service requirements (LRS) that are created when designing a service. These should be clear and easy to understand. Although they are part of agreements with external suppliers, too complex legal language and terminology should be avoided. When it comes to creating ALS, a number of basic steps are followed: according to best practices, an organization should have an ALS agreement per supplier. These agreements should cover all services provided by the provider. This simplifies the process because the terms and conditions are the same and the services often have the same level of service. ALS agreements can then be updated to add new services or remove out-of-date services. The number of services that can be included in an agreement is unlimited. However, according to good practice, agreement should be reached for each supplier, including internal suppliers. It helps manage customer expectations by explaining them explicitly and making sure the supplier understands them. At the same time, the client receives an understanding of the service he receives as part of the agreement. Service Level Management (SLM) is generally referred to as English service level management. This is the process that is used to negotiate service level agreements between the debtor and the lender and ensures that the terms of the agreements are met.
SLM should ensure that all other processes used in THE ITSM support achieve the agreed service levels. This includes checking whether all ALS has viable service level targets, including OLA and UC. Service Level Management verifies and reports on the level of service in approved service level agreements. In addition, SLM is used to regularly check service with customers and suppliers, determine what improvements are needed, and report and verify improvements implemented. The SLM should be used by the customer and the supplier. Some companies focus on how the level of service is perceived for individual IT services and not on what customers actually get. It often leads to a phenomenon called the „watermelon effect“ (i.e. the watermelon effect). Then, the SLA metric indicates that everything is going according to plan (they are green) while the customer is dissatisfied (red). An example of this effect is when service reports show that all levels of service are satisfied, even if the service was not scheduled during the work day. This is usually due to the fact that service levels have been designed from an IT perspective and that an IT department has been displayed each time.