ITIL® Main Info Page >>> Service Level Agreements
Service Level Agreements (SLA's)
ITSM Software | ISO/IEC 20000 | ITIL v3 2011 Update | ITIL Qualifications
What is on this page:
- What are Service Level Agreements (SLA's)?
- Key Elements of a Service Level Agreement
- SLA Toolkits
- Useful SLA Books
What are Service Level Agreements (SLA's)?
A Service Level Agreements (SLA) is a contract between a service provider and customer that specifies what service will be provided, how it will be measured and in what timeframe it will be delivered. SLA's can exist within organisations between departments, between two separate organisations, or an organisation and an individual.
The linked concept of Service Level Management (or 'SLM') arises from the idea that, if you have agreed levels of service, you should have an agreed method of monitoring performance and dealing with exceptions and changes.
Service Level Agreements are a key method, within ITIL and IT Service Management.
Key Elements of a Service Level Agreement
SLA's define an agreed service between two parties, whether it be internal departments or separate organisations. Below is a list of features you should consider when creating an SLA:
- What the service being provided is.
- The standard or quality of the service.
- The timetable for delivery.
- The responsibilities of the supplier and the customer.
- Provisions for legal and regulatory compliance.
- Mechanisms for monitoring and reporting of service.
- Any payment terms.
- How disputes will be resolved.
- Confidentiality and non-disclosure agreements.
- Termination conditions.
SLA Toolkits
Toolkits are essential products for organisations looking to write highly effective SLAs. Toolkits provide easy to use templates and essential advice to ensure that the SLA's you create deliver the service that you require. They also simplify the process of creation, saving you time and money.
IT Governance recommends these two toolkits:
- The first is the SLA Framework: Templates and Tools for IT and Technology 12th edition, which contains checklists and everything you need to tackle, draft and agree SLAs - whether or internal or external;
- The second is the Naomi Karten SLA Bundle, which contains templates and guidance to simplify your SLA creation process.
Useful SLA Books
The below table offers some of the most useful books currently available on Service Level Agreements.
|
|
|
|
|
|
|
Practical Service Level Management: Delivering High Quality Web-based Services |
Acknowledgement of OGC Copyrights.
