With the rapid development of enterprises, the traditional way of IT support services can not meet the increasingly complex demands of work orders. IT departments improve IT service performance, reduce service costs incident response time and system downtime while reducing IT support is the goal of every business. To achieve this goal is very simple, you only need to implement a successful IT SLA can be.
IT SLA (IT Service Level Agreement) is an agreement between the IT user support within the organization, which is defined by the extension service, we must comply with quality standards and timelines must deliver services to establish a clear service parameters. Operational level agreements (OLA) and support contracts (UCS) as the two major components of the SLA, which are developed between IT support and internal departments and suppliers or partners of the agreement. 
IT service level agreements not only plays a vital role in the daily tasks of IT support, allocated various resources to optimize the number of organizations it has helped to facilitate management of its IT service offerings. Not difficult to imagine, it is not a service level agreement IT organization may be several problems occur as follows:
between departments lack a clear understanding of their roles
communication, problem-solving and time records required to extend
IT service inefficiency
system downtime prolonged
increased internal and external customer dissatisfaction
There is one instance once in Interglobe Aviation (Indigo): In the workload was increased by 60% of the cases, SLA can still ensure IT performance rate of 30% per year increase, the total cost is reduced by 30%.
If you want to experience the advantages brought about by this SLA, you follow these five steps to develop a personalized optimization SLA it.
步骤1：定义您的SLA范围
定义指定框架内提供服务的具体方式。概述工作流程，并将角色和职责分配给IT支持部门和所有其他相关部门/供应商。
步骤2：设置响应和解决时间
根据工单的优先级定义响应和解决时间。根据工单的业务影响程度，优先级可以分为关键级别、高级别、中级别和低级别。
步骤3：创建所有权和升级点
初次联系用户的代理/技术员在解决问题之前具有工单的所有权。在解决时间后仍未解决的工单需要升级。因此，您必须用预定义的解决时间清楚地映射每个升级级别，并将责任分配给正确的人。
步骤4：监控绩效、衡量合规性
使用适当的工具监控性能，并使用关键性能指标衡量SLA合规性。此外，定期生成SLA不合规报告以确定差距，便于您之后可以通过培训计划或重新定义SLA来弥补这些差距。
步骤5：在IT SLA中建立变更控制
保持您的服务水平协议能够随时应对不断变化和改进的业务和客户需求。您的IT支持应和用户共同拟定一个标准化流程，以授权变更同时将其记录在SLA中。
IT服务级别协议不仅保证了IT支持与其他部门/供应商之间的紧密合作，也为用户和客户提供了最佳服务。如果您目前还没有找到一个合适的SLA，那就赶紧行动起来吧，通过制定最佳SLA您将在提高IT效率的道路上前进一大步！
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