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Getting ready for SLAs
by holyver
While it is true that organizations should try to establish service-level agreements as soon as possible, it is a serious mistake to begin the process before your organization is ready. If you are considering negotiating SLAs, you need to make sure you are prepared.
Before you can negotiate an SLA, it is essential that there be a solid management infrastructure in place. That means all of the management functions are there, in some form, for each of the resources used to deliver the service.
SLM is not SLA
by holyver
The acronyms SLM (service-level management) and SLA (service-level agreement) are not synonymous. SLM, among accomplishing other goals, can help enterprise network managers automatically track how well service providers deliver on their SLAs. And SLAs, really just written contracts, serve as an insurance policy for companies getting Internet, network or application services from an external service provider or carrier.
Template: Internal Service Level Agreement (Short-Form)
by holyver
This template provides a general description of the intent of the service level agreement (SLA) as well as the owners, approval and review process, and a definition of the terms used in the document. Customize this template by filling in all italicized text.
Template: Internal Service Level Agreement
by holyver
This template provides a general description of the intent of the service level agreement(SLA) as well as the owners, approval and review process, and a definition of the terms used in the document. Customize this template by filling in all italicized text.
Le Service Level Agreement ou SLA
by holyver
(via)
Le Service Level Agreement ou SLA est une expression anglaise qui peut être traduite par « Accord de Niveau de Service » ou par « Engagement de Service », ou encore plus simplement « Convention de Service ».
Le SLA est le contrat ou la partie du contrat spécifiant l’ensemble des niveaux de services à fournir par le prestataire informatique au(x) client(s). Il s’agit d’un engagement formel et contraignant, établi entre un prestataire et son (ses) client(s).
Service Level Agreement Zone
by holyver
(via)
A service level agreement is a document which defines the relationship between two parties: the provider and the recipient.
This is clearly an extremely important item of documentation for both parties. If used properly it should:
* Identify and define the customer’s needs
* Provide a framework for understanding
* Simplify complex issues
* Reduce areas of conflict
* Encourage dialog in the event of disputes
* Eliminate unrealistic expectations
...
1
(12 marks)
