Page 193 - ITIL® Foundation 3.15

Service Level Agreement (SLA) Operational Level Agreement (OLA) Contract / Underpinning Contract (UC) Service Level Target (SLT)
Service Level Requirement (SLR) Service Improvement Plan (SIP)
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Service Level Agreement (SLA) – Agreement between a CUSTOMER and a SERVICE PROVIDER
Operational Level Agreement (OLA) – Agreement between a SERVICE PROVIDER and an INTERNAL GROUP
Contract or Underpinning Contract (UC) – Agreement between a SERVICE PROVIDER and an EXTERNAL VENDOR
Service Level Target(SLT)– Commitment that is documented within an SLA...SLTs are derived from Service Level Requirements (SLR)
Service Level Requirement (SLR) – A requirement of the customer. This could be a functionality (Utility) requirement or an delivery (Warranty) requirement.
Service Improvement Plan (SIP) – An formal, and documented plan for improvement of a service, a process, a role, or other organizational area
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