Predicated on ITIL 4, a service top agreement (SLA) was “A reported agreement between a supplier and you will a consumer you to definitely identifies each other functions requisite additionally the expected number of provider.”
Simply put, an enthusiastic SLA represent what the They provider therefore the consumer can get when employing for a service.
- Services Structure
- Repeated Services Improvement
Thus SLAs because of it characteristics is authored next to one requirement for brand new and you may current functions. (more…)