Free ITIL training material, exam preperation and real world ITIL advice all in one place
ITIL Articles

ITIL

ITIL

Stages and Processes
Service Lifecycle
Value
Measures
What is ITIL
What is a Service
Warranty
Alignment
Efficiency Gains
Resources and Capabilities
Continual Service Approach
Partnering with the business
Roles
Service Experience
Interview Questions
Benefits
Assets
Performance metrics
Best Service Desk Software
Salaries

Service Strategy

Service Strategy

Economic Climate
Addressing the Barriers
Silos and Reducing Barriers
Service Portfolio
Overview
Demand Management
Strategy Generation
Proactive Not Reactive
Financial Management
Continual Service Improvement
Organisational Health
Service Provider

Service Design

Service Design

Information Security Management
Operational Level Agreement (OLA)
Delivery Models
Availability Management
Design Challenges
Capacity Management
Service Level Agreement (SLA)
Supplier Management
Design Risks
Service Design Package
ITSCM
Service Level Management
Service Catalogue
Architecture and Standards Documents (Design Deliverable)
Starting Design
Plans

Service Transition

Service Transition

Overview
Knowledge Management
Configuration Item
Measurements and Monitoring
Release Management
Validation and Testing
Asset and Configuration Management
Change Management
Release Policy
Knowledge Transfer
Evaluation
Roles
Stakeholder Management
Control and Discipline
Planning and Support

ITIL Exam

ITIL Exam

Where can you take an ITIL Exam
Which Type of ITIL Training
List of Accredited ITIL Training Organizations in US
Which Languages is the ITIL Exam Available
How Much Does the ITIL Foundation Cost?
Braindumps and Torrents
How Many Questions on the ITIL v3 Foundation Exam
ITIL Test Centres in London
ITIL Test Centres in Italy
ITIL Test Centres in Brazil
ITIL Test Centres in US
ITIL Test Centres in Netherlands (Nederland)
ITIL Test Centres in Canada

Service Design - Service Level Agreement (SLA)





During service level management, we negotiate Service Level Agreements with the customers (consumers) and design services in conformity with the agreed service level targets.

There are different types of SLA:

  • Service based SLA
  • Customer based SLA
  • Multi level SLA


Service Level Agreement
Typically a SLA contains the following information:

  • 1.Service name
  • 2.Clearance information (with location and date)
  • 3.Contract duration
  • 4.Description/ desired customer outcome
  • 5.Service and asset criticality
  • 6.Reference to further contracts which also apply (e.g. SLA Master Agreement)
  • 7.Service times
  • 8.Required types and levels of support
  • 9.Service level requirements/ targets
  • 10.Mandated technical standards and specification of the technical service interface
  • 11.Responsibilities
  • 12.Costs and pricing
  • 13.Change history
  • 14.List of annexes


SLA Example

A good example of an SLA is a hosting providers network availability guarantee. Availabilities are typically presented as percentages representing the time the network is guaranteed to be usable and working. For this particular SLA, percentages are usually calculated on a monthly basis, so if the SLA guarantees the network is available 99% of the time within a month, you agree that 1%, or roughly 7 hours, of down time is acceptable.


SLA's go a lot further than just promising figures or targets, they define the clauses that cover the agreement. These ensure that the customer and business knows precisely what is and what isn't covered by the SLA. So in our example, the SLA would clearly define what infrastructure is classed as the 'network' e.g. routers, switches and cabling, and also where the network extends too e.g. the outbound port on the border router.

In the event of an SLA not being met, the organisation usually outlines refund or compensation levels. These are also included in the SLA.

Related
service design sla agreement customer service targets example tool clause best practice





Latest - itil


Download ITIL 2011 PDF eBooks
Download ITIL 2011 PDF eBooks
The PDF ebooks for the new ITIL 2011 (v4) publications are now available to download. Viewable on any PDF reader software such as Adobe Acrobat for Windows, Kindle for Amazon readers or any mobile device including iPhone, iPad and Android mobiles.

ITIL 2011 - Whats new
ITIL 2011 - Whats new
After the initial launch of ITIL v3 we expected ITIL 4 to make an appearance sometime in 2011. Come the summer of 2011 and there's no ITIL 4 but instead we have ITIL 2011 - a major update to the ITIL framework that addresses errors..

ITIL v2 Practitioner exam retires in December 2011
ITIL v2 Practitioner exam retires in December 2011
As the transition from v2 to v3 continues, OGC confirmed that the ITIL v2 Practitioner exam and the v3 Foundation Bridge exams will be withdrawn from the marketplace as of 31st December 2011. The exam will remain available only for results until June








Additional

Search

Search

Search ITIL Info
e.g. ITIL training
 

Search

Popular

Take a free ITIL Practice Exam and test your knowledge of ITIL principles. Sample ITIL questions for the foundation and intermediate exams.

Tags

service design sla agreement customer service targets example tool clause best practice

Latest Diagrams


Service Lifecycle
Service Lifecycle (cog/wheel)

Service Design Snapshot
Service Design Snapshot

Service Design to Operation
Service Design to Operation

You might also like

ITIL Exam Questions



The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC). We are not associated with OGC and our material is unofficial but unique. If you have an concerns or would like to use our material please contact us first.

English English  |  Portuguese Portuguese



Contact Us | PrivacyPolicy | RS 		Home  Link to Us
Copyright © Accelerated Ideas 2005-2013
All rights reserved