A Practical Guide to Service Management

Appendix A

SLA Template

Appendix A provides a sample template for a service level agreement (SLA). This template can be used to create an SLA for a customer, describing the services being offered or can be modified to provide operational level agreement (OLA) information about supporting services to an SLA. Chapter 15 provides additional information about creating and using SLAs and OLAs.

Here is the sample template:

Table of Contents

1.0 Introduction 2

2.0 IT Service Description 3

3.0 IT Service Availability 4

4.0 IT Service Continuity 4

5.0 IT Service Performance 4

6.0 IT Service Support 4

7.0 Financial 4

8.0 Service Level Reporting 5