Practical IT Service Management, 2nd Edition

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

Introduction

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

Suggestions for improvement, mistakes noticed and discrepancies in this document can be addressed to Mr James on 887879.

Agreeing parties

The agreeing parties are as follows:

•  The Technical Services Division, also called IT Services, represented by its IT Managers.

•  The Business, represented by the Business Managers.

Period

This SLA will be valid for one year from the date of signature by both parties, ...