Service Level Agreement

The purpose of the service level management practice is to set clear business-based targets for service levels and to ensure that the delivery of services is properly assessed, monitored, and managed against these targets. “Service Level” – one or more activities that define expected or achieved service quality “Service Level Agreement (SLA)” – a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. Service level management needs to understand the criticality and specific operational performance for services and translate these into meaningful business outcome-based targets which are communicated to all relevant practices of the provider and form the basis for measurements against key performance indicators. Every service within the service catalog should be covered by an associated service level agreement.