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  2. Service Design
  3. Service Level Management

ITIL - Availability formula for Service Level Agreements (SLAs)

ITIL Practitioner
ITIL Guru
ITIL Manager
ITIL in Practice
ITIL - Availability formula for Service Level
Establishing effective Service Level Management (SLM) requires Service Level Agreements (SLA) to be defined and agreed with the Business or Customer community. The contents of the SLA should be clear and concise, objective and measureable. Having agreed the SLA the next stage is to report against the SLA.…
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427 words, last edited in the morning of 18th Aug 2008
This article is from Service Design - Service Level Management and has been viewed 73882 times.
Tags: ITIL, Availability formula, Service Level Agreements, SLA, Service Level Management, Service Catalogue

Consider OLAs as well as SLAs

ITIL General
ITIL Practitioner
ITIL Foundation
ITIL Guru
ITIL Manager
ITIL in Practice
Consider OLA as well as SLA
ITIL Service Level Agreements or SLAs are recognized as an essential requirement to delivering consistent IT services to the customer community, irrespective if they are internal or external customers of the organization. What is often neglected when considering the establishment of the SLA is the corresponding necessity for…
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364 words, last edited in the evening of 7th Apr 2008
This article is from Service Design - Service Level Management and has been viewed 48483 times.
Tags: ITIL Service Level Agreements, SLA, Operating Level Agreements, ITIL Service Level Management, SLM, ITIL Service Catalogue, Service Level Agreement

Service Level Management

ITIL General
ITIL Service Level Management
ITIL Service Level Management (SLM), encompassing Service Level Agreements (SLAs), Operating Level Agreements (OLAs), Service Catalogues, Underpinning Contracts (UPCs) is more important than these documents suggest. It is a key IT Service Management discipline, and may well be the first point of reference when considering ITIL…
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1233 words, last edited in the afternoon of 11th Oct 2006
This article is from Service Design - Service Level Management and has been viewed 25771 times.
Tags: Service Level Management, Service Level Agreements, Service Catalogues, Underpinning Contracts, ITIL implementation, operational, support

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