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Service Level Agreement 101
The official ITIL (IT Infrastructure Library) definition of Service Level Agreement, more commonly referred to as an SLA, is a formally negotiated agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
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Setting expectations with Service Level Objectives
Webster’s dictionary defines the word, “expectation” as the act or state of looking forward or anticipating the degree of probability that something will occur. Setting a Service Level Objective with your Customer sets their expectation.
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‘Call for Papers and Presentations’ for the 34th Annual CMG’08 Conference
TURNERSVILLE, N.J. The Computer Measurement Group (CMG), the Information Technology professionals responsible for planning, measuring, analyzing, and managing the world’s largest IT infrastructures, announced today its call for papers and presentations for the 34th International Conference to be held in Las Vegas, Nevada, December 7th through 12th, 2008 at the Paris Hotel.
IT Service Management in The News |