Practical IT Service Management: A Concise Guide for Busy Executives

APPENDIX 1: SAMPLE SLA BETWEEN IT SERVICES AND ROCKSOLID BUSINESS MANAGERS

Introduction

This service level agreement is a formalised and negotiated document between IT Services and its customers, namely the end-users and business managers of RockSolid Corp. This document outlines the roles and responsibilities of both party.

Suggestions for improvement, mistakes noticed, discrepancies, etc, in this document can be addressed to Mr James on 887 879.

Agreeing parties

The agreeing parties are as follows:

•  The IT Services represented by its Manager.

•  The Business represented by the Business Manager.

Period

This SLA will be valid for one year from the date of signature by both parties, with an informal review every three months.

Reports

The IT ...