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Gerenciando os Service Level Agreements (SLAs)

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Uma apresentação básica sobre gerenciamento de acordos de nível de serviço (Service Level Agreements)

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Gerenciando os Service Level Agreements (SLAs)

  1. 1. Gerenciando osService Level Agreements Marcelo Sávio Senior IT Architect IBM Software Group http://www.linkedin.com/in/msavio
  2. 2. Pesquisa... 99,9%É um nível de serviço que podeser considerado bom ou ruim?.... Depende ...
  3. 3. Resultado da Pesquisa...99,9% pode parece ser um bom número a ser fixadocomo padrão, mas também pode não ser…Apenas como exemplo, isto representaria (nos EUA):• Por ano, cerca de 2 milhões de documentos seriam perdidos pela Receita Federal;• Por dia, mais de 100 receitas médicas erradas seriam dadas aos pacientes;• Por hora, pelo menos 1 bebê seria entregue aos pais errados.• Por minuto, mais de 20 mil cheques seriam descontados de contas erradas;• Mais de 800 mil cartões de crédito em circulação estariam com a informação magnética incorretamente gravada;• Mais de 300 palavras estariam escritas incorretamente no dicionário Webster.
  4. 4. Falando dos noves... Downtime DowntimeUptime Downtine por ano por semana99 % 1% 3.65 dias 1 h 41 min99.8 % 0.2 % 17 h 30 min 20 min 10 seg99.9 % 0.1 % 8 h 45 min 10 min 5 seg99.99 % 0.01 % 52,5 min 1 min99.999 % 0.001 % 5.25 min 6 seg99.9999 % 0.0001 % 31.5 seg 0.6 seg
  5. 5. DefiniçõesO que é o SLA (Service Level Agreement)? Em português significa Acordo de Nível de Serviço; É a parte do contrato que define quantitativamente o nível de qualidade na prestação de um serviço contratado.
  6. 6. ImportânciaPor que a definição de um SLA é importante? É um fator de conforto para o cliente e de segurança para o provedor de serviços; Permite a avaliação do serviço, de parte a parte, com base em dados concretos e documentados; Promove o alinhamento de expectativas entre ambos, evitando divergências; (Eliminando o “Fantasma das expectativas”...);
  7. 7. Espante o “Fantasma das Expectativas”Sempre quando se alcançam asexpectativas, elas aumentam... SLAAs pessoas nunca estão satisfeitas;A falta de informação criaexpectativas erradas, que podemser frustradas;Na ausência de fatos contrários, asexpectativas sempre se baseiam a snaquilo que é desejável, e não no ta tiv ecque é possível. Ex p
  8. 8. MotivaçõesMotivações para o surgimento do SLA: O modelo de negócios com foco total no cliente, no qual a preocupação principal passou a ser com a “Qualidade percebida pelo cliente”; Concorrência em um mercado muito exigente, que obrigou as empresas a diferenciarem seus produtos e serviços; Não é apenas mais um modismo e sim uma nova realidade no mercado de serviços.
  9. 9. Avaliando as necessidadesComo entender e quantificar a importância deum serviço contratado para o seu negócio?• Quais recursos estão disponíveis para investimentos em qualidade desse serviço (internamente ou terceirizado)?• Quais os impactos desse serviço? Impacto direto do serviço na receita. Impactos indiretos: Satisfação dos clientes; Reputação e prejuízos de imagem; Perda de produtividade dos funcionários; Redução da capacidade de decisão; Perda de market-share; Etc.
  10. 10. Componentes de um SLAElementos básicos na composição de um SLA: Identificação das partes do acordo (contratantes); Vigência do contrato; Serviços cobertos (Escopo, limitações, exclusões e opcionais); Objetivos de nível de serviço; Indicadores: • Caderno de Métricas; • Níveis acordados; • Responsabilidades; Relatórios e formas de acompanhamento Multas, penalidades e/ou bonificações.
  11. 11. Detalhamento de um SLA Contrato SLA Indicador NServiço 1 Serviço 2 Serviço N • Caderno de Métricas • Elementos Representativos • Pontos de Controle • Política de Acompanhamento • Níveis Acordados • Nível Mínimo • Nível CríticoIndicador 1 Indicador 2 Indicador N • Nível Ótimo • Responsabilidades • Escalonamento
  12. 12. Características de um SLA bem sucedido: Atingível; Mensurável; Compreensível; Significativo; Controlável; Mutuamente Aceitável; Financeiramente acessível.
  13. 13. Tipos de SLA:• Interno no cliente Entre áreas ou departamentos Ex. Entre um Departamento de TI e usuário interno• Interno no provedor de serviços Dentro da estrutura de provedor de serviços Ex. Ativação, upgrades, etc.• Externo Entre um provedor de serviços e clientes Ex. Entre um Data Center e uma empresa cliente
  14. 14. Gerenciando o SLA• Como ter garantias de que os acordos de SLA estão sendo cumpridos?• Como acompanhar o andamento dos serviços que estão sendo contratados?
  15. 15. Garantias do ProvedorO Provedor de Serviços deve possuir uma estruturaautomatizada para gestão de SLAs, com:• Ferramentas para efetuar: • Coleta de dados; • Cálculo de indicadores; A SL • Integração com outros sistemas; • Controle dos processos; • Auditoria; • Emissão de Relatórios (SLR).
  16. 16. Service Level Reporting (SLR) Fornece relatórios para avaliação dos serviços prestados e acompanhamento do cumprimento do SLA Pode ser uma monitoração on-line, para acompanhamento do nível de serviço em tempo real; Podem ser relatórios históricos, sendo fundamental definir: Formato e conteúdo (de acordo com o Público Alvo); Periodicidade; Auditoria dos dados;
  17. 17. Evolução contínuaO SLA não deve ser algo “imutável”As expectativas mudam conforme o negócio se expande... Análise dos Resultados Monitoração do SLA Nível de Serviços AperfeiçoamentoElaboração do Serviço do SLA Aprimoramento do SLA
  18. 18. Evolução contínuaOs SLAs devem ser instrumentos de suporteà melhoria contínua dos serviços e dosprocessos de negócio nas organizações.Como fazer:Mantenha uma equipe constante para: • Avaliar os resultados ao final dos ciclos; • Propor melhorias e correções; • Registrar a interpretação dos serviços e das atividades, tanto do cliente quanto do provedor;Composição sugerida da equipe: • O responsável direto do cliente pelo serviço; • O responsável direto do provedor pelo serviço; • Representantes adicionais envolvidos (cliente e provedor e em numero igual de ambas as partes); • Mediador (em geral um consultor externo);Formato de trabalho sugerido: Workshop
  19. 19. Referências Livro: Service Level Management: Fundamentos do Gerenciamento de Níveis de Serviço Autores: R. Sturm, W. Morris e M. Jander Editora Campus Livro: Service Level Management for Enterprise Networks Autor: Lundy Lewis Artech House Publishers
  20. 20. Obrigado!

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