Service Level Agreement

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes affecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.ITILv3 TheMap.png
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A Service Level Agreement or SLA is an agreement between an IT Service Provider and a customer. The SLA describes in detail the Service delivered, Service Level Targets and the responsibilities of the Provider and the customer.

Sample SLA

This agreement is made between name_here & name_here

  • Service description
  • Scope of the agreement
  • Service hours
  • Service availability
  • Reliability
  • Customer support
  • Contact points and escalation
  • Service performance
  • Batch turnaround times
  • Functionality
  • Change Management
  • Service continuity
  • Security
  • Printing
  • Charging
  • Service reporting and reviewing
  • Glossary
  • Amendment sheet

Template documents

See also

Retrieved from "http://www.itframeworks.org/wiki/Service_Level_Agreement"
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