Any professional interested in developing a career in IT service management should consider an ITIL v4 certification course. After being certified at ITIL Foundation, you can help a business organization implement IT service management best practices and use IT as a tool for its growth or change. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. Wikipedia Although your SLA is a documented agreement, it doesn`t have to be long or overly complicated. It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers for perceived gaps. Since unforeseen cases are inevitable, you can re-examine and optimize AA if necessary. SLAs are widespread in the IT world, as businesses often depend on external services such as cloud computing, hosting, etc. However, almost any business relationship can be settled by a service level agreement. Service Description – The SLA needs detailed descriptions of each service offered in all possible circumstances, including processing times. Service definitions should include how services are provided, whether maintenance service is provided, how operating hours are, where there are dependencies, an overview of processes, and a list of all technologies and applications used.
A service level agreement (SLA) is an obligation between a service provider and a customer. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.  The most common component of an SLA is that services must be provided to the customer as contractually agreed. For example, Internet service providers and telecommunications companies will typically include service level agreements in the terms of their contracts with customers to define the service level(s) sold in plain language. In this case, the SLA usually deconstructs a technical definition in the intermediate period between failures (MTBF), average repair time or mean recovery time (MTTR); identification of the party responsible for reporting errors or paying fees; responsibility for different data rates; throughput; Jitter; or similar measurable details. If both parties agree to include Earn Backs in the SLA, the process should be carefully defined at the beginning of the negotiation and integrated into the service level methodology. An SLA should contain all the common elements of a legal agreement….