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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.
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in ITIL, Contract Word: ITIL Service Level Agreement Template Word (DOC) Document, Dartview Consulting
ABOUT THE AUTHOR: DARTVIEW CONSULTING
Highly motivated, Business Facing IT Professional with significant experience gained within the Construction, Building Services and Facilities Services sectors.
Key expertise exists within Leadership, Communication and Relationship Management abilities which have been honed during a series of Senior Management positions, and used to successfully deliver a number of business critical objectives
My company, Dartview Consulting Limited, focuses on delivering value through the use of Industry Standard Best Practice Frameworks for Service Management (ITIL), Project Management (PRINCE2), and Risk Management (MOR).
Dartview Consulting has published 18 additional documents on Flevy.
File Size: 290.5 KB
Number of Pages: 27
Related Topic(s): ITIL Contract
This business document is categorized under the function(s): Information Technology Strategy, Marketing, & Sales
It applies to All Industries
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Aug 4, 2013
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Service Catalogue, SLA's and Service Desk
This bundle contains 2 additional documents.
Best Practice (ITIL, Prince2, Risk)
This bundle contains 8 additional documents.
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