Antipattern4.10 SLA Inversion

A service-level agreement (SLA) is a contractual agreement about how well the organization must deliver its services. These are quantitative measures of service delivery with financial penalties if the service provider does not meet them. A number of trends are combining to make SLAs increasingly important. Outsourcing—of people, infrastructure, and operations—is a major driver. Increased awareness of the IT Infrastructure Library (ITIL, soon to be ratified as ISO 20000)[42] and the IT Service Management Framework (itSMF)[43] also drives interest in SLAs. Beyond those, however, there is a general trend in IT operations toward ...

Get Release It! now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.