Internal Service Level Agreement
Created on: Apr 27, 2009 9:36 AM by Info-TechResearchGroup - Last Modified: Jul 16, 2009 3:32 PM by Info-TechResearchGroup
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An internal service level agreement (SLA) is a contract between you and your end users that commits you to meeting specified levels of service. However, SLAs are as much communications tools as management tools - clear internal Service Level Agreements will help you manage expectations and meet realistic goals. Use this template to build an effective internal SLA with agreed upon goals and measures.
The attached Zip file includes:
• Intro Page.doc
• Cover Sheet and Terms.pdf
• Internal Service Level Agreement.doc
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With ITIL becoming so prominent, should this document be named creating an OLA?