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Most common reasons to use an SLA

Discussion in 'IT Service Management - ITIL/ITSM/TOGAF' started by George Little, Feb 20, 2015.

  1. George Little

    George Little Member

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    What are some of the most common reasons or situations where you would want to use an SLA? Please provide an example to clarify your point.
     
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  2. Wayne Adkins

    Wayne Adkins Member

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    You should use an SLA when a charge will be required for an ongoing service.
    And, this is just typical operating procedure to prevent misunderstandings with your customer later on.
     
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  3. George Little

    George Little Member

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    Typical Multi-level SLA Structure components are:

    1. Corporate level: All generic issues pertaining to the organization are covered, which are the same for the entire organization.
    Example: Security SLA’s at the organization level. Every employee needs to have password of 8 characters and need to change it every thirty days, or every employee needs to have an access card with photograph imprinted.

    2. Customer level: Those issues specific to a customer can be dealt with.
    Example: Security requirements of one or more departments within the organization are higher e.g. the financial department needs higher security measures.

    3. Service Level: All issues relevant to a specific service (in relation to customer) can be covered.
    Example: The email services for a particular department, say management, needs encryption and secure backups.

    Hope this is helpful.
     
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