User relationships: Service Level Agreements

A service level agreement (SLA) is a broad-ranging contract between the IS/ICT department and the users setting out the agreed performance standards

An SLA might specify objectives for


User relationships: Service Level Agreements

Five main steps in preparing an SLA

  1. Define the service to be provided
  2. Negotiate achievable performance objectives that satisfy the user
  3. Develop appropriate means to measure performance
  4. Implement a reporting system that shows if the objectives are being acheived
  5. Plan improvements to the service

Consulting users about SLA contents is important


A tutorial by the International Engineering Consortium


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