Service Level Agreement
A service-level agreement (SLA) is a commitment between a service provider and a client. Fundamental aspects of the service are quality, availability and responsibilities that are agreed upon between the service provider and the service user. It defines the specific metrics by which the service is measured, such as response times, resolution times, and availability. The SLA record provides a method to establish an SLA that are meaningful for your organization's requirements.
Utilization of SLA
Within our ITSM framework, SLAs play a crucial role in Incident and Problem Management. These processes are designed to address and resolve issues that arise within our systems and services. By implementing SLAs, we ensure that these issues are handled promptly and effectively, minimizing disruption to our operations and maintaining high levels of customer satisfaction. For example: If you buy internet service, the SLA might specify that the provider commits to resolving any service disruptions within 24 hours.
The SLA Master Table
The SLA Master Table serves as the central repository for defining our SLAs. Here, we outline the various service levels that we commit to delivering to our customers. This includes specifying response and resolution times based on the priority and nature of the incident or problem. For further details on the SLA Master table, please click the provided link: SLA Master Table.
The SLA Configuration Table
In addition to the SLA Master Table, we utilize the SLA Configuration Table to customize our SLAs based on specific criteria such as priority, subcategory, category and module (e.g., Incident, Problem). This allows us to tailor our service commitments to the unique needs of each situation, ensuring that resources are allocated efficiently and effectively. For further information regarding the SLA Configuration table, please click on the provided link: SLA Configuration.
Holiday List Table
The use of a holiday list table in an SLA (Service Level Agreement) is to ensure that service level commitments are accurately maintained even on holidays. To learn more about the holiday list table, please click on the following link: Holiday List.