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DESCRIPTION
This document is an ITIL V3 based Service Level Agreement Template.
A Service Level Agreement is an agreement between an IT Service Provider and a Customer. It describes the Services being provided, the committed Service Level Targets, and the responsibilities of both IT Service Provider and Customer. It is the 'contract' between both parties and as such it must be signed by both, and then be subject to formal Change Control.
Typical contents: Service Description, Availability, Pricing, KPI's, Reporting, Review Meeting Frequency, Escalation Procedures, Key Stakeholder Contact Details, etc.
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Source: Best Practices in ITIL, Contract Word: ITIL Service Level Agreement Template Word (DOC) Document, Dartview Consulting
OVERVIEW
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ABOUT THE AUTHOR
Highly motivated, Business Facing IT Professional with significant experience gained within the Construction, Building Services and Facilities Services sectors. [read more]
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ITIL ITSM Service Management Change Management Incident Management Contract Workflow Proposal Writing & Development Consulting Contract Value Chain Analysis Core Competencies Growth Strategy Small Business Entrepreneurship Maturity Model Presentation Development Information Technology ISO 20000
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