SLA Based

In general, service level agreements are commonly used for setting out how two parties have agreed that a specific service (usually, but not necessarily, IT-related) will be delivered by one party to another party, and the standards or levels to which the service will be delivered.

Service level management on the other hand deals with the monitoring and reporting on service levels. It ensures that the service levels within the SLAs are monitored and, if they are not met, the relevant processes are informed so that they can take the appropriate actions.

While there are a number of useful books on SLAs, The Definitive Guide to IT Service Metrics is a helpful reference resource.

What are SLAs used for?
At a simplistic level, network and internet service providers use SLAs as a means to describe the minimum service to which they are prepared to commit themselves. At a more useful level, SLAs are used between independent organisations, as well as between divisions of the same organisation, as an effective means of setting out the planned relationship between the two.

Read more: what is an sla in business?

The key word in 'service level agreement' is 'service'. It relates, in other words, to services, not to products. Product specifications and supply requirements are efficiently dealt with through traditional procurement arrangements.

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