Level agreement and service level management service
The Service Level Agreement (SLA), or as better known in English as the SLA (Service Level Agreement) is an agreement between IT and its internal clients. This agreement describes the IT service, assigns responsibilities between the parties to the agreement and sets goals. Within the context ITIL refers to the design of service negotiated in the SLM.
The SLM is the management of SLAs, since its trading until the appropriate documentation service levels that meet the business need and application. As expected consequence enables the delivery of IT services to the agreed quality.
Indicators and metrics
The use of indicators for the control of SLAs is essential for a transparent relationship between IT and its stakeholders. Quantitative indicators most used are availability (Service avaiability) and response time MTBF. Other indicators are also used, but these are the best known. All indicators can be monitored through the OpMon and thus enable a service of high standard and well-defined and transparent controls.