Experience shows that during the installation of tools the service level management process is experiencing a strong influence. The tools themselves bring structures and cost estimates that may not fit on the existing service-level management. Typical problems with service level management tools are: key figure definition, agreement, Association, score calculation 1) key figure definition: some manufacturers of service level management tools have developed their own languages to express very precise figures. Here, it must be checked whether this is still the language of the customer. If the client no longer understand the metrics and their construction, the tool has no chance and the project for the introduction of the tool is at risk. (2) contractual storage: when contracts are always signed, the tool but provides no storage, the setpoint and the actual values separate.
The service level manager should make sure that each change of service levels in the paper SLA also picks up the tool. This went over there in many IT companies is to much about change-request to make transparent, should have the service level Manager aware, whether his scenario is a very dynamic, which very often cause changes in service levels. This is the case, he should so select the system to be used. (3) mapping: The mapping between systems, business processes and the SLA requires flexibility of the systems. On the part of the service level manager, the various service level agreements and operating level agreements underpinning contracts are compiled because of different frame requirements in a system.
The structuring possibilities must be explored according to own requirements. (4) ratio calculation: often pre-built algorithms for the analysis of key figures are in the systems. They admit not always other influences or changes. For the availability during certain periods are excluded, so some tools can’t afford this. Thus there is the situation that measurement data is collected while in the tool, but in another system that allows for this possibility, be transferred. Here is to consider whether the benefit of the new service level management tools may also lead to fruition. For this purpose the service level manager must make either adjustments to the tools on his concepts. This may have also serious effects under certain circumstances. The mentioned problems occur in various forms and combinations. The service level manager should be sensitized to this.