Before subscribing to an IT department, the SLA must be carefully evaluated and designed to achieve maximum service value from the perspective of end users and the business. Service providers should be mindful of the differences between in-house production and customer-oriented results, as they can help set service expectations. Add the pricing models for each type of service with detailed specifications. Make sure the metrics reflect factors that are under the control of the service provider. To motivate good behavior, SLA metrics must reflect factors that lie in the control of the extern externator. A typical mistake is to sanction the service provider for delays caused by the customer`s lack of performance. .