Structuring Meaningful SLA’s for IT Support- Part 3

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application Support

SLA’s are developed for specific IT organization and business customer combinations. Different combinations require different services and performance levels. We need to consider these combinations carefully when developing an SLA because they can significantly alter the scope and content. For example, an infrastructure network support SLA would be different from a software application support SLA. The basic structure of the SLA would be the same but specific services being provided and performance goals would be different.

One of the most difficult issues in developing an SLA is: What do I put in one?  The following sample Service Level Agreement structure will provide a good starting point. When developing SLA’s it is easy to easy confuse the difference between the terms SLA, SLG and SIG. A definition which helped me is that an “SLA” is the overall service level agreement which not only describes the services being delivered but also contains Service Level Goals (SLG) and Service Improvement Goals (SIG) which represent service performance goals required by the business customer. Both SLG’s and SIG’s are discussed in greater detail within the following sample SLA structure.

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