Definition of ITIL Service Level Management

A Service Level Agreement (SLA) is a negotiated agreement between two parties designed to create a common understanding about services, priorities, and responsibilities. SLAs may specify the levels of availability, serviceability, performance, operation, or other attributes of the service. It is common for a customer to engage a service provider by including an SLA in a wide range of external and internal areas service contracts, such as IT, HR, and Real Estate.

SLAs are not dead-end documents. On a predetermined frequency, the SLA parties can review the agreement, assess service adequacies, and negotiate adjustments.

Implications For Business

An objective basis for gauging service effectiveness, an SLA ensures that both parties use the same criteria to evaluate service quality. The very process of establishing an SLA can help open the communication process and work as a conflict-prevention tool between companies or internal departments by providing a shared understanding of needs and priorities. An SLA can help ensure suppliers or internal departments meet agreed upon service levels or improve service if they fall short.

How servicePRO Helps

SLAs are become more important between organizations and between different departments within organizations. That is why ServicePRO supports Information Technology Infrastructure Library (ITIL) Service Level Agreement best practices.

ServicePRO allows organizations to use Reporting and Data Analysis tools to measure the effectiveness of help desk services against SLAs. By creating SLA-based business rules that can be monitored against service delivery, organizations can take proactive measures to ensure SLAs are not breached.

SLA reporting can even be automated. For instance, if an SLA has been breached, or if response time is approaching an SLA breach, ServicePRO can automatically send out notification to the appropriate individuals so that remedial action can be taken. ServicePRO’s SLA monitoring and reporting capabilities mean improved responsiveness and minimized down time so that end users (and ultimately the organization’s customers) receive better overall service.


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