The Service Level Agreement SLA Guide - SLA book, Templates for Service Level Management and Service This book enables you to implement, or fine tune service level agreements (frequently...
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The Service Level Agreement SLA Guide - SLA book, Templates for Service Level Management and Service Description

This book enables you to implement, or fine tune service level agreements (frequently abbreviated as SLA). A SLA a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. An SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, and such ? collectively, the level of service. This book enables you to specify the levels of availability, serviceability, performance, operation, or other attributes of the service like billing and even penalties in the case of violation of the SLA. This SLA Guide is filled with Valuable hints, tips and guidance on how to successfully implement SLM, it contains several Service Level Agreement Forms which gives you a Fast and Easy Way to Write SLAs. TABLE OF CONTENTS INTRODUCTION ROADMAP 5 SERVICE DESIGN 9 CONTINUAL SERVICE IMPROVEMENT 43 SUPPORTING DOCUMENTS 55 Objectives and Goals 57 Policies Objectives and Goals 63 SLM Scope 67 Business Justification Document 75 Organizing for Service Design ? Roles & Responsibilities 81 SLM Process Manager 87 Customer Based SLA 91 Service Based SLA 99 Multi Level SLA`s 107 Business and IT Service Mapping 115 Operational Level Agreement 129 Service Level Requirements 135 Service Options 143 Underpinning Contracts 149 Functional Specification 155 Technical Specification 163 Price List 171 Communication Plan 175 Business and IT Flyers 183 Reports KPI`s Other Metrics 187 SLM IMPLEMENTATION & PROJECT PLAN 193 FURTHER INFORMATION 203

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