Page 189 - ITIL® Foundation 3.15

Specific activity for service level management includes:
1) Ensuringthatservice quality is cost
justifiable, meets business needs, captures any new business requirements
2) Development, negotiation, and agreement to Service Level Agreements (SLAs)
3) Ensuringthat services meet needs and expectations
4) Expectationcontrol
5) Providingthatall targets and agreed measures within SLAs are appropriately supported by underpinning agreements (OLAs & Contracts)
SLA
A Service Level Agreement is between a Service Provider and their Customer.
OLA
An Operational Level Agreement is between a Service Provider and an Internal Group.
Contracts
A Contract, or Underpinning Contract is between a Service Provider and an External Vendor.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Customer Service Level Service Level Service Level Wishes Requirements Targets Agreement
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.
SLA language should be
CLEAR & CONCISE!!! =================== All targets in the SLA must be Measurable.
Are collected and documented as
which may be very squishy...They must be turned into measurable
which are then documented in an