Service Level Agreement Archive

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14/12/2022 | Bernd Maus

Service Level Management (SLM) – Objectives and Processes

Service Level Management (SLM) is an ITIL discipline and the basis for the successful implementation of IT service SLAs. Learn how to ensure that all service level management objectives are met and how ITIL 4 processes can help.

31/10/2022 | Bernd Maus

Service Level Agreement (SLA) – Definition and Implementation

A service level agreement (SLA) is a general agreement between a customer and a service provider. It defines services and related response times. What does an SLA contain, and how is it used?

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