Service Level Agreement Definition Wikipedia

7. Oktober 2021

IT organizations in enterprises, especially those dedicated to IT service management, enter SLAs with their internal customers – users in other departments within the company. An IT department establishes an SLA so that its services can be measured, justified, and possibly compared to those of outsourcing providers. The meaning of the term „Service Level Agreement“ (SLA) is already clear when it is broken down into spare parts and translated into German: „Service Level“ means „Quality of Service“ and „Agreement“ means „Agreement“. Therefore, an SLA is nothing more than a contract with a service provider that regulates the scope and quality of a given service. It is not uncommon for an Internet backbone service provider (or network service provider) to explicitly display its own SLA on its website. [7] [8] [9] The United States The Telecommunications Act of 1996 does not expressly require companies to have SAs, but it does provide a framework for companies in Sections 251 and 252. [10] For example, Section 252(c)(1) („Obligation to Trade“) requires established local stock exchange operators (ILECs) to negotiate in good faith issues such as resale and access to rights of way. In the late 1980s, IT outsourcing emerged, and SLAs evolved as a mechanism for managing these relationships. Service level agreements set expectations for a service provider`s performance and set penalties for not achieving targets and, in some cases, bonuses for exceeding them.

Since outsourcing projects have often been tailored to a particular client, outsourcing SLAs have often been designed to regulate a particular project. Service Description – The SLA needs detailed descriptions of each service offered in all possible circumstances, including processing times. Value management can help protect against it by ensuring that only those services that are truly valued are specified. Service recipients may cooperate with their service provider, either with or without a service level agreement. The conclusion of such an agreement has certain advantages. Requirements and responsibilities are clearly defined. The scope of services is completely transparent and contractual. The same goes for costs, which are therefore easier to calculate. In addition, the service provider does not need to be continuously monitored, as reports are available. The lack of incentive from the provider to improve its quality of service can be considered a disadvantage. However, this „vulnerability“ can be fixed by bonus-malus systems in the SLA.

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