March 2001
Intermediate to advanced
256 pages
6h 26m
English
Content preview from IT Problem Management
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Chapter 10. Service Level Agreements
A service level agreement (SLA) is a contract between a service provider and a service receiver. The contract usually describes the services that will be provided, the quality or level of the services, and the responsibilities of both the service requestor and the service provider. SLAs may or may not include service pricing. The agreement will also specify a means of measuring each party's compliance to the agreed upon terms. There are two broad categories of SLAs: internal and external. External SLAs always seem to be more formal and carry more weight than their internal counterparts, because it is unlikely that two parties within the same company will sue each other. Internal SLAs should be treated just ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.