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📖 What is Service Level Agreement (SLA)?

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

🥋 Sensei Says:

"An SLA must be based on business outcomes and written in plain language, avoiding technical jargon."

📚 Certification: ITIL 4 Foundation (ITIL4-Foundation)

🔑 What are the Key Concepts of Service Level Agreement (SLA)?

▸ Must be related to a defined service.
▸ Should relate to defined outcomes rather than just operational metrics.
▸ Needs to be agreed upon by both the provider and the customer.

🎯 How does Service Level Agreement (SLA) appear on the ITIL4-Foundation Exam?

Identifying the document used to measure the performance of services from the customer's perspective.

❓ Frequently Asked Questions

Can SLAs be changed?

Yes, SLAs should be reviewed and updated regularly to ensure they still meet business needs.

Related Terms from ITIL 4 Foundation

Organizations and People Value Co-creation Systems Thinking Design and Transition (Value Chain Activity) Customer Focus on Value

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