SLA-OLA

Delivery and support – Deliveries from an IT provider, what to consider?

When concluding with the implementation of a solution, it is important to define the service level agreements (SLA) and the operation level agreements (OLA) that allow us to have a clear communication with our suppliers or teams that have generated our solution, giving input upon delivery and start of support.

Domain 3: Delivery and Support

1. P01 Service level: In this first process, the service level agreements are documented, generating a detailed review of each agreement and its level of compliance. Having a framework to determine the steps to follow at the end of a project is essential to validate compliance with these agreements and the analysis of these results.

2. P02 Service Administration: In this process, already counting on the agreements and the established framework, the definition of responsibilities and roles continues, which will be pending that the SLA’s and OLA’s are adequately fulfilled, in the event of any risk, it must be Have a communication with the provider to mitigate it, measuring the degree of quality of the support provided.

3. P03 Availability: In this step it is important to list the technological resources that the company has, identifying the capacity, availability, performance that these resources may have. Knowing this list we can have an advance planning of any incident when it comes to meeting the needs of the business.

4. P04 Continuity: It is important to have a continuity plan that helps us ensure the recovery and resumption of IT services with minimal impact. In this additional step to generate a continuity plan, it is important to generate a continuity framework where they can be followed. the steps to carry out a maintenance of our applications, a resumption of later phases of an application or the same training and training of the solutions.

5. P05 Security: Having an IT security plan helps us to have a constant monitoring of our systems. In this security plan we can define the periodicity of these monitoring contemplating our business solutions and the application of corrective actions necessary for each one. This process includes network security, fraud prevention/detection, sensitive data exchange, encryption, component updates, etc.

6. P06 Costs: It is important to understand that every solution needs post-production care. Understanding this, it is advisable to assign costs and control them at the IT area level. In this section, cost/charge models are generated by accounting for the use of these services.

Conclusion: By having a predefined framework of the steps to follow when receiving a technological solution, it will help us to have greater control of the deliveries of our suppliers, foreseeing through the continuity/security/cost plans the post-delivery support.

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