Become ITIL® 4 Foundation Certified in 7 Days by Abhinav Krishna Kaiser

Author:Abhinav Krishna Kaiser
Language: eng
Format: epub
ISBN: 9781484263617
Publisher: Apress

Here are some of the specifics that are included in the SLA document :A service catalog is a collection of all services that the service provider offers; it’s like a restaurant take-out menu. So, when an SLA is defined, it must be referenced to the service catalog and not be arbitrary.

There are a number of ways service levels can be defined and agreed. A service may have multiple facets and each of them could be a service level to be defined and tracked. Achieving all but one facet may look green on the outside, but the customer could be hurting based on a particular area where the service levels had dropped below expectations. Therefore, it is important to define service levels in conjunction with the context of the business. For example, if an Internet service provider provides over 99 percent availability of services in a period of a month, it may still not be sufficient if the Internet availability is not 100 percent during the processing of month-end activities. So, a good SLA document breaks it down into two sections or maybe three: one for month-end, one for general working hours, and the other for nonworking periods. And the service provider can claim that all things are going well if the month-end and working hours service availability are in the green.

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