In increasingly complicated and distributed world, Service Level Agreements (SLAs) are becoming an ever more critical tool for defining, measuring and managing the performance of services that comprise companies. This paper helps organizations gain greater value from their SLA investments and management efforts. As this paper shows, service levels can have a significant, positive impact on the delivery of services, provided they are set properly and managed correctly. There are best practices and guidelines that experienced service providers and service recipients use in creating and managing service levels. A good source of information for these practices is the IT Infrastructure Library (ITIL), which offers a series of documents that aid the implementation of an IT service management framework.
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