| Publisher | RL Information Consulting | ||
|---|---|---|---|
| Format | 50.2KB PDF, requires Acrobat Rdr 5 | Date added | 25 May 2002 |
| Topics | SLA, Service Level Management | ||
| Downloads | 71 | ||
The primary objective of an organization's Information Technology (IT) department is to provide computing services that meet the business requirements of its users. To achieve this, IT needs to understand those requirements and translate them into its own business objectives. Against those objectives, IT can measure the service delivered as well as its own capability and performance in providing the services. To enable this to occur, the critical services and level of delivery required must be identified and agreements reached. Typically, this is done by Service Level Agreements (SLA's), which are formal written contracts developed jointly by the provider of services (IT) and its users.
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