ITIL SERVICE LEVEL AGREEMENT /
OPERATIONAL LEVEL AGREEMENT
INTRODUCTION
SERVICE NAME
SERVICE CONTRACT EFFECTIVE DATES
PURPOSE What will be provided and how will it benefit customers?
SCOPE Include services covered and exclusions.
RESPONSIBILITIES Who is responsible and how problems are managed.
CRITICALITY Include all assets dependent on this service and the business impact that may be caused by interruption.
OBJECTIVES What should the customer expect of the service – hours, availability?
RESPONSE Include response and prioritization commitment.
SEVERITY
RESPONSE TIME
COMMUNICATION
MEASUREMENTS How will the IT service desk measure success?
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