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Introduction

Service level agreements (SLAs) are a means by which the relationship between the service provider and customer can be managed in the best interests of the parent organization.

Highlights

  • This piece discusses what service level agreements (SLAs) are and how one goes about developing them.

Features and Benefits

  • Learn how to develop an SLA.
  • Understand the steps and points of engagement that need to be established.

Key questions answered

  • Who creates an SLA?
  • Who benefits from the creation of an SLA?
  • How are SLAs created?

Table of contents

Ovum view

  • Summary
  • Developing SLAs is an iterative process
  • Developing service-based SLAs involves a core set of important activities

Appendix

  • Author

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