From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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The role of service-level agreements

The role of service-level agreements

From the course: IT Service Desk: Monitoring and Metrics Fundamentals

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The role of service-level agreements

- [Instructor] Every time I work with a customer in regards to IT service management, the conversation eventually turns to SLAs. Regardless of the customer, I always find myself spending a lot of time explaining what the best use of SLAs are and how to use them well within their organization or why they should never use them. Service level agreements are a core piece of the ITIL standards and are well and truly built into most ITSM products. In simple terms, SLAs are a measure of time that an organization attempts to meet to ensure service is delivered on time and to reduce customer downtime. Organizations either have hard and fast SLAs that they have contractually agreed to with their customers or at least have some idea of what timeframes they want to deliver services to their customers. An example might be for priority one incidents, someone from the IT department aims to respond to the customer within one hour and…

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