Service levels and the service level agreements (SLAs) that define them have become increasingly important. Unfortunately, not all SLAs are well-written and not all service levels are practical.
Strategy
This Topic describes the actions that can be taken at a strategic level to start the process of developing appropriate service level agreements.
Business needs and SLAs
This Topic discusses the need to ensure that SLAs do satisfy business needs and their relationship is documented.
A template for SLAs
This template provides many of the basics that are needed to make SLAs work effectively. It is not intended to meet every requirement nor to be comprehensive; it should provoke thought and help to ensure complete unequivocal SLAs.
Developing service levels
This Topic provides a simple, staged approach to determining what service levels are appropriate, based on business need.
Changing service levels
This Topic describes two ways in which change can occur. First, there may be planned changes that the customer and provider have agreed to implement under certain circumstances. Second, the customer may want changes to the Services to reflect its new or changing business needs. Alternatively, the provider may want changes to the Services to reflect changes within its own business.
Problem solving
This Topic discusses the reasons that service level agreements may need to be changed.
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