{"id":1030,"date":"2022-01-04T19:00:00","date_gmt":"2022-01-04T16:00:00","guid":{"rendered":"https:\/\/infoset.app\/blog\/?p=1030"},"modified":"2021-12-29T16:06:43","modified_gmt":"2021-12-29T13:06:43","slug":"sla-nedir-sla-sure-takibi-nasil-yapilir","status":"publish","type":"post","link":"https:\/\/infoset.app\/blog\/tr\/sla-nedir-sla-sure-takibi-nasil-yapilir\/","title":{"rendered":"SLA Nedir? SLA S\u00fcre Takibi Nas\u0131l Yap\u0131l\u0131r?"},"content":{"rendered":"\n<p>Belirli bir hizmeti sa\u011flayan ve bu hizmeti sat\u0131n alan m\u00fc\u015fteriler aras\u0131nda haklar\u0131n korunmas\u0131 i\u00e7in yap\u0131lan anla\u015fmalardan biri de SLA (Hizmet Seviyesi Anla\u015fmas\u0131)\u2019d\u0131r. Peki, SLA nedir? S\u00fcre takibi nas\u0131l yap\u0131l\u0131r?<\/p>\n\n\n\n<h2><strong>SLA Nedir?<\/strong><\/h2>\n\n\n\n<p>SLA (Service Level Agreement), T\u00fcrk\u00e7e kar\u015f\u0131l\u0131\u011f\u0131 ile \u201cHizmet Seviyesi Anla\u015fmas\u0131\u201d, bir servisin sa\u011flay\u0131c\u0131s\u0131 ve<a href=\"https:\/\/infoset.app\/blog\/tr\/musteri-memnuniyeti-nedir-nasil-olculur\/\" target=\"_blank\" rel=\"noreferrer noopener\"> m\u00fc\u015fterisi<\/a> aras\u0131nda yap\u0131lan anla\u015fmad\u0131r. Bu anla\u015fma ile m\u00fc\u015fterilerin servis sa\u011flay\u0131c\u0131lar\u0131ndan bekledi\u011fi hizmet d\u00fczeyi belirlenir. Bu hizmetin \u00f6l\u00e7\u00fcm\u00fcnde kullan\u0131lacak metrikler ve varsa \u00fczerinde anla\u015fmaya var\u0131lan hizmet d\u00fczeylerine ula\u015f\u0131lamamas\u0131 durumunda \u00e7\u00f6z\u00fcm yollar\u0131 ortaya konulur.  Genellikle \u015firketler ve harici tedarik\u00e7iler aras\u0131nda ger\u00e7ekle\u015fse de, bir \u015firket i\u00e7indeki iki departman aras\u0131nda yap\u0131ld\u0131\u011f\u0131 da g\u00f6r\u00fcl\u00fcr.<\/p>\n\n\n\n<h2><strong>SLA \u00c7e\u015fitleri Nelerdir?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-SLA-how-is-SLA-time-tracking-done-1024x768.jpg\" alt=\"SLA\" class=\"wp-image-1025\" width=\"525\" height=\"393\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-SLA-how-is-SLA-time-tracking-done-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-SLA-how-is-SLA-time-tracking-done-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-SLA-how-is-SLA-time-tracking-done-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/what-is-SLA-how-is-SLA-time-tracking-done-300x225@2x.jpg 600w\" sizes=\"(max-width: 525px) 100vw, 525px\" \/><\/figure><\/div>\n\n\n\n<p>Hizmet seviyesi s\u00f6zle\u015fmeleri bir\u00e7ok uygulamaya sahip oldu\u011fundan kategorilere ayr\u0131lm\u0131\u015ft\u0131r. Temelde 3 \u00e7e\u015fidi vard\u0131r. Bunlar;<\/p>\n\n\n\n<p><strong>M\u00fc\u015fteri Hizmet D\u00fczeyi S\u00f6zle\u015fmesi:<\/strong> Bir hizmet sa\u011flay\u0131c\u0131 ile onun d\u0131\u015f m\u00fc\u015fterileri aras\u0131ndad\u0131r. Harici hizmet s\u00f6zle\u015fmesi olarak da adland\u0131r\u0131l\u0131r.&nbsp;<\/p>\n\n\n\n<p><strong>Dahili SLA:<\/strong> Bir kurulu\u015f ile dahili m\u00fc\u015fterisi aras\u0131ndad\u0131r. Bu ba\u015fka bir kurulu\u015f, departman veya site olabilir. Bir \u015firketin pazarlama ve sat\u0131\u015f departmanlar\u0131 aras\u0131 yap\u0131lacak hizmet seviyesi anla\u015fmas\u0131 bu tip bir anla\u015fmaya \u00f6rnek g\u00f6sterilebilir.&nbsp;<\/p>\n\n\n\n<p><strong>\u00c7ok D\u00fczeyli SLA: <\/strong>S\u00f6zle\u015fmeyi hizmeti kullanan m\u00fc\u015fterilere \u00f6zg\u00fc \u00e7e\u015fitli d\u00fczeylere b\u00f6lmeyi sa\u011flar.<\/p>\n\n\n\n<h2><strong>Etkili Bir SLA Nas\u0131l Haz\u0131rlan\u0131r?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-2-1024x768.jpg\" alt=\"SLA\" class=\"wp-image-1023\" width=\"570\" height=\"427\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-2-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-2-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-2-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-2-300x225@2x.jpg 600w\" sizes=\"(max-width: 570px) 100vw, 570px\" \/><\/figure><\/div>\n\n\n\n<p>Hizmet seviyesi s\u00f6zle\u015fmeleri haz\u0131rlan\u0131rken s\u0131ras\u0131yla \u015funlar yap\u0131l\u0131r:<\/p>\n\n\n\n<ul><li>Al\u0131nacak\/sa\u011flanacak servis belirlenir.<\/li><li>Yap\u0131lacak \u00f6l\u00e7\u00fcmler ve metrikleri tan\u0131mlan\u0131r.<\/li><li>Anla\u015fma s\u0131ras\u0131nda performans\u0131n nas\u0131l izlenece\u011fine karar verilir.<\/li><li>Raporlama prosed\u00fcr\u00fc belirlenir.<\/li><li>Dok\u00fcman haz\u0131rlan\u0131r ve taraflar\u0131n onay\u0131na sunulur.<\/li><\/ul>\n\n\n\n<p>Hizmet Seviyesi Anla\u015fmalar\u0131 haz\u0131rlan\u0131rken izlenen basamaklar temel olarak yukar\u0131da belirtildi\u011fi \u015fekildedir. Daha etkili bir SLA haz\u0131rlayabilmek i\u00e7in \u00f6nem verilmesi gereken baz\u0131 maddeler vard\u0131r. \u00d6rne\u011fin; etkili bir SLA, taraflar aras\u0131nda belirsiz ya da \u015f\u00fcpheli herhangi bir alan kalmayacak \u015fekilde planlanmal\u0131d\u0131r. Anla\u015fmada y\u00f6netim unsurlar\u0131 ve hizmet ko\u015fullar\u0131 olmak \u00fczere iki ba\u015fl\u0131k alt\u0131nda maddelere yer verilmelidir. Y\u00f6netim unsurlar\u0131 \u00f6l\u00e7\u00fcm standartlar\u0131n\u0131n tan\u0131mlar\u0131n\u0131, raporlama s\u00fcre\u00e7lerini, herhangi bir anla\u015fmazl\u0131k durumunda ba\u015fvurulacak \u00e7\u00f6z\u00fcm s\u00fcre\u00e7lerini i\u00e7ermelidir.&nbsp;<\/p>\n\n\n\n<p>Yine y\u00f6netim unsurlar\u0131 k\u0131sm\u0131nda m\u00fc\u015fteriyi anla\u015fma ihlallerinden kaynaklanan \u00fc\u00e7\u00fcnc\u00fc \u015fah\u0131s davalar\u0131na kar\u015f\u0131 koruyan bir tazminat maddesi eklenmelidir. Hizmet ko\u015fullar\u0131 da benzer \u015fekilde hizmet unsurlar\u0131, sa\u011flanan hizmetlerin \u00f6zellikleri, hizmetin kullan\u0131labilirlik ko\u015fullar\u0131 gibi standartlar\u0131 i\u00e7ermelidir.<\/p>\n\n\n\n<p>Hizmet Seviyesi Anla\u015fmas\u0131 statik bir belge de\u011fildir. De\u011fi\u015fen i\u015f ko\u015fullar\u0131na g\u00f6re revize edilebilir olmal\u0131d\u0131r. Bu sebeple, olas\u0131 de\u011fi\u015fiklikler g\u00f6z \u00f6n\u00fcnde bulundurularak revizelere kar\u015f\u0131 belgede esnek alanlara yer verilmelidir.&nbsp;<\/p>\n\n\n\n<h2><strong>SLA S\u00fcre Takibi Nas\u0131l Yap\u0131l\u0131r?<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><img src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-1-1024x768.jpg\" alt=\"SLA\" class=\"wp-image-1021\" width=\"565\" height=\"423\" srcset=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-1-1024x768.jpg 1024w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-1-300x225.jpg 300w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-1-1536x1152.jpg 1536w, https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/12\/What-is-SLA-how-is-SLA-time-tracking-done-1-1-300x225@2x.jpg 600w\" sizes=\"(max-width: 565px) 100vw, 565px\" \/><\/figure><\/div>\n\n\n\n<p>Hizmet Seviyesi Anla\u015fmas\u0131nda yer verilmesi gereken en \u00f6nemli maddelerden biri zamanlamad\u0131r. Anla\u015fmalarda s\u00fcre takibi bu metriklerin d\u00fczenli olarak \u00f6l\u00e7\u00fcl\u00fcp raporlanmas\u0131 ile takip edilir. \u00d6rne\u011fin; bu anla\u015fmada her hizmet d\u00fczeyi i\u00e7in belirlenen zaman aral\u0131klar\u0131 anla\u015fma maddeleri gere\u011fince belirlenen aral\u0131klarla kontrol edilir. Anla\u015fma imzaland\u0131\u011f\u0131ndan beri ge\u00e7en zaman, revize s\u0131kl\u0131klar\u0131 gibi maddeler de SLA s\u00fcre takibi s\u0131ras\u0131nda kullan\u0131lan metriklerdendir.<\/p>\n\n\n\n<h2><strong>Infoset ile Standartlar\u0131n\u0131z\u0131 Belirleyin<\/strong><\/h2>\n\n\n\n<p>Hizmet Seviyesi Anla\u015fmalar\u0131n\u0131n tasarlan\u0131p haz\u0131r hale getirilmesi, onayland\u0131ktan sonraki s\u00fcre\u00e7te takibi taraflar i\u00e7in kimi zaman zorlay\u0131c\u0131 bir hal alabilir. Infoset ile bu zorlay\u0131c\u0131 s\u00fcre\u00e7leri kolayl\u0131kla a\u015fabilirsiniz. Infoset \u00fczerinde SLA tan\u0131mlar\u0131 olu\u015fturarak ekiplerinizin performans standartlar\u0131n\u0131 belirleyebilir, ayr\u0131nt\u0131l\u0131 raporlarla iyile\u015ftirebilirsiniz. Omni-channel m\u00fc\u015fteri servis sistemi ile t\u00fcm destek ve sat\u0131\u015f kanallar\u0131n\u0131z\u0131 tek bir platform \u00fczerinden y\u00f6netebilir, t\u00fcm s\u00fcre\u00e7lerinizi otomatize edebilirsiniz. M\u00fc\u015fteri deneyiminizi bir sonraki seviyeye ta\u015f\u0131mak ve sat\u0131\u015flar\u0131n\u0131z\u0131 art\u0131rmak i\u00e7in Infoset&#8217;i hemen bug\u00fcn <a href=\"https:\/\/infoset.app\/tr\/\" target=\"_blank\" rel=\"noreferrer noopener\">kullanmaya ba\u015flay\u0131n!<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/infoset.app\/tr\/signup?utm_source=blog\" target=\"_blank\" rel=\"noopener\"><img width=\"1440\" height=\"520\" src=\"https:\/\/infoset.app\/blog\/wp-content\/uploads\/2021\/09\/blogCta_tr-1.png\" alt=\"\" class=\"wp-image-350\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Bu yaz\u0131m\u0131zda sizlere etkili bir SLA\u2019n\u0131n i\u00e7eri\u011finden ve s\u00fcre takibinden bahsedece\u011fiz.<\/p>\n","protected":false},"author":2,"featured_media":1019,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[385],"tags":[908,907],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>SLA Nedir? 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