IT Services Management – A Description of Service Level Agreements

The primary objective of an organization's Information Technology (IT) department is to provide computing services that meet the business requirements of its users, understanding those requirements and translating them into its own business objectives.

To achieve this, the critical services and level of delivery required must be identified and agreements reached. Typically, this is done by Service Level Agreements (SLA's), which are formal written contracts developed jointly by the provider of services (IT) and its users.

In this White Paper, Rick Leopoldi discusses what are Service Level Agreements, why they are important, what do they require and how to develop a plan to start SLA's.