Heres what you need to know management of it service level agreements it service level management must reinforce business technical needs one of the major challenges of erp is keeping the technical implementation aligned with your overriding goals it service level agreements need to be carefully aligned with your strategic business needs and support the way stakeholders use your . The service level agreement sla is one of the documents this process is responsible for it is in essence the contract between the customer and it two other core documents that support the sla and its commitments to the business are the operational level agreement ola and the underpinning contract uc your contract with third parties and vendors. Service level agreements are external agreements between a service provider and a customer they allow your organization to track performance and progress against commitments to the customer as defined in the slas the agreement can consist of one or more service targets service targets can define penalties for noncompliance of an agreement or rewards for meeting and exceeding the specified goals. George t dorans smart model gives a handy overview of service level agreement best practices the s pecific m easurable a chievable r elevant and the t ime bound since many loopholes in slas are due to inconclusive wording id like to stress dorans attributes specific measurable and time bound here
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