As management services and cloud computing services become more frequent, ALS is developing to respond to new approaches. Common services and non-personalized resources characterize the most recent contractual methods, so service level obligations are often used to establish comprehensive agreements to cover all customers of a service provider. Cloud providers are more reluctant to modify their standard SLAs because their margins are based on providing goods services to many buyers. However, in some cases, customers are able to negotiate terms with their cloud providers. Business IT organizations, particularly those dedicated to IT services management, join their internal customers in ALS – users of other services within the company. An IT department creates an ALS to measure its services, justify them and possibly compare them to those of outsourcing providers. Larson, K.D. (1998), “The role of service level agreements in IT service delivery,” Information Management – Computer Security, Vol. doi.org/10.1108/09685229810225029 A Service Level Contract (SLA) is a documented agreement between a service provider and a customer that identifies both the required services and the expected level of service. The agreement varies by supplier, service and industry. The ALS should set the overall objectives for the services to be provided. For example, if the objective of an external provider is to improve performance, reduce costs or provide access to skills and/or technologies that cannot be made available internally, WADA should say so. This will help the client create the service levels to achieve these goals and should leave no doubt to the service provider about what is needed and why.
Since the late 1980s, SLAs have been used by fixed-line operators. Today, ALS is so widespread that large organizations have many different ALSs within the company itself. Two different units in an organization script an ALS, one unit being the customer and another the service provider. This helps maintain the same quality of service between different units of the organization and in several sites within the organization.