Introduction

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The purpose of this Service Level Agreement (SLA) is to establish agreed-upon service levels for the maintenance and enhancement of [name of business unit's] existing information technology assets, for the XXXX fiscal year. Information Technology's (IT) objective is to satisfy you, our customer, by providing dependable service and timely responses to your business priorities and information technology problems in the most cost effective manner.

The following Information Services associates are responsible for the successful delivery of IT products and services under this agreement.

Associate Responsible

Extension and E-mail Address

SLA Role and Title

Name, Title

phone x.

e-mail

IT Customer Relationship Executive

Name, Title

phone x.

e-mail

IT Business Operations

Name, Title

phone x.

e-mail

IT PMO

Please note:

SLAs are living documents, amended on an as-needed basis to reflect changes based on your needs. Should you find it necessary to review or modify your XXXX SLA, either due to unusual circumstances or as additional requirements arise, please consult your customer relationship executive. [1]

[1]SLA activities encompass both nondiscretionary IT services, such as vendor-based software licensing, maintenance, and support, and the discretionary work associated with system and Web site enhancements. Each business unit's SLA resource allocation is set to meet all nondiscretionary service requirements. Discretionary work and hence resources are allocated based on past activity, anticipated needs, and explicit enterprise priorities. The total IT investment in these services is set by the enterprise's budgeting process in the late fall and winter of each year for the coming year.



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The Hands-On Project Office(c) Guaranteeing ROI and On-Time Delivery
E-Commerce Security: Advice from Experts (IT Solutions series)
ISBN: N/A
EAN: 2147483647
Year: 2006
Pages: 132

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