Nimsoft White Paper

Establishing SLAs that are Meaningful for Customers and Achievable by IT

Service level agreements (SLAs) are contracts for the delivery of a specified level of service. The contract is typically between the enterprise IT department as the provider of the service, and the line of business organization as the customer. SLAs are also used between IT departments and external customers, or even between external service providers with enterprise IT as the customer. In all cases, SLAs connect IT more directly to the service requirements of businesses or customers. As this happens, delivering the necessary service level becomes more material to business results. IT departments have justified their investment to develop robust SLAs in terms of an increase in operational efficiency, increased customer satisfaction and even increased business opportunity due to identifying competitive advantages.

Tags: Service Level Management, SLAs

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