Alexxo SLA (Service Level Agreement) manager ensures that IT (Information Technology) services are supported to an acceptable level. It involves understanding the ICT requirements of the end-users and working within the constraints of available resources. The result is an agreed, consistent level of service that end-users can come to expect. This agreement is between those responsible for ICT and the end-users, who are usually represented by one or more people from each area or department. Once agreement is reached, the service level Manager process facilitates the creation of underpinning agreements with third parties involved in the service provision.

ICT (Information Communication Technology) provides a number of services to users such as internet access, email, printing and data storage. Different end-users may have different requirements from each service. Availability and how quickly someone will respond to a reported fault are typical examples. So from a support viewpoint, it is important to know what services you provide, when they are required and whether you have the resources to provide them at the level required. By agreeing the level of service in advance, you set expectations and avoid possible conflict between the users and the technical support providers.

• It highlights what services are already in place.
• It helps to determine priority services.
• It indicates a clear remit for those providing technical support.
• It helps to allocate resources appropriately.
• It determines a minimum acceptable level of service.
• It helps to highlight shortcomings in service provision.
• It provides a basis for discussion and promotes communication.
• It provides targets to aim for.