This website provides information and best practice guidance on service level agreements, IT service level agreements, and service level management. You can also browse our extensive Service Level Agreement (SLA) memory of books and templates. Service Level Management and SLAs are important elements of ITIL® approach to service management, although they are increasingly used outside of service management and the ITIL arena. Service Level Agreement: A legal and practical guide is an important resource to guide you on the legal and practical aspects of using them. In general, service level agreements are often used to determine how two parties have agreed that a particular service (normally, but not necessarily IT) will be delivered by one party to another party, and the standards or levels at which the service is provided. Service Level Management, on the other hand, takes care of monitoring and covering service levels. These are the service levels with slas being monitored and, if not, the relevant processes are informed, allowing appropriate action to be taken. This service level agreement for the services of Mitarbeiterschule GmbH (this “SLA”) is concluded in conjunction with your confirmation of the contract, the GTC and the specifications (the “Contract”). All terms used herein, but not defined in this SLA, have the meanings ascribed to them in the Contract. This SLA applies to the services of the Staff School (a “Service” or “Services” listed therein), but not to Services with separate marks provided in conjunction with or in connection with the on-site services or software that are part of a Service. The keyword in `service level agreement` is `service`. It relates, in other words, to services, not to products.
Product specifications and delivery requirements are handled efficiently through traditional purchasing agreements. SLAs must contain clearly defined service levels; those values must be measurable and directly relevant to the actual performance of the service provider. An SLA that does not contain reasonable and measurable levels of performance is not worth the paper on which it is written. Finally, the SLA must be agreed. They are not a weapon for one organization with which it can strike another, and therefore they are not the panacea against all the evils of existing bad services. These poor performance issues need to be addressed and a clear future level must be agreed before an SLA can be designed and agreed.. . .