Transcription of Service Level Agreements - ITSM
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Service Level Agreements - ITSM
RL Consulting People Process technology Organization Integration IT services MANAGEMENT. Service Level Agreements Sample Agreements , Reports, and Checklists White Paper PREPARED BY: RICK LEOPOLDI. May 25, 2002. Copyright 2002 RL Consulting. All rights reserved. Duplication of this document or extraction of content is strictly forbidden. ITSM - SLA SAMPLES. Service Level agreement Sample #1. This sample is a short form contract used to both document the SLA and report monthly on its status. One of these is produced for each Service provided. Between IT Department And Date: MM/YY. ABC Department Contacts: Effective Dates: From MM/YY. IT Department: to MM/YY. ABC Department: Approvals: IT Department: ABC Department: CICS Service Goal Actual Difference Availability 8 am - 5 pm Mon-Fri 98% 100% 2%. Response % of response within 2 90% 95% 5%. seconds (internal). % of response within 2 95% 95% 0%. seconds (internal). Load Transactions/min during 300 250 -50.
ITSM - SLA SAMPLES RL ConsultingRL Consulting Page - 1 People • Process • Technology Organization • Integration Service Level Agreement – Sample #1
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