Itil Service Level Agreement Example

For example, you are a customer of a bank and the bank provides you with services. A service level agreement between you and the bank describes the services provided and the levels of service to which they are provided. For example, you can withdraw money at an ATM with the bank, and the transaction does not last more than 10 seconds. This is an example of agreement on service levels and is part of service level management. (z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) Although your ALS is a documented agreement, it doesn`t have to be long or too complicated. It is a flexible and living document. My advice? Create one with this model and examples and advise your clients for any perceived shortcomings. As unforeseen cases are unavoidable, you can re-call and optimize ALS if necessary. Insert price models for each type of service with detailed specifications. Include service management and support details for the service provider in this section The SLA agreement is documented. Let`s see an example of ALS that you can use as a template to create your own SLAs. Keep in mind that these documents are flexible and unique.

If necessary, make changes, as long as you include the parties involved, especially the customer. Consider other topics on which you may want to add agreements, z.B.: Additional models of ALS and examples are available here: The purpose of this agreement is to describe the services available to the client, document service level objectives and indicate the relationship (responsibilities and obligations) of the IT service provider and the client. There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing service levels via ALS, the most appropriate SLA structure must be designed. Depending on the services available to a customer or business, an SLA structure corresponding to the objective is designed. Service level agreements are usually signed during the ITIL service design phase of ITIL`s lifecycle. If the service provider is not sure that the realistic terms are in service; Service Provider flies before the SLAs are relocated to the base for the next quarter or for six months. If it is a Greenfield project, the service provider controls the operation and observes trends, problems and patterns for a few months, then the basic SLAs. The service provider should always consult with piloted ALS and redefine them after observations. Finally, it is important to indicate a reference for metrics in the service level agreement.