Transcription of Service Level Agreements - ITSM
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Service Level Agreements - ITSM
Copyright 2002 RL Consulting. All rights reserved. Duplication of this document or extraction of content is strictly forbidden. IT services management Service Level Agreements Sample Agreements , Reports, and Checklists White Paper PREPARED BY: RICK LEOPOLDI May 25, 2002 People Process Technology Organization Integration RL ConsultingRL ConsultingRL ConsultingRL Consulting itsm - SLA SAMPLES RL ConsultingRL ConsultingRL ConsultingRL Consulting Page - 1 People Process Technology Organization Integration 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 ABC Department Date: MM/YY Contacts: IT Department: ABC Department: Effective Dates: From MM/YY to MM/YY Approvals: IT Department: ABC Department: CCIICCSS SSeerrvviiccee Goal Actual Difference AAvvaaiillaabbiilliittyy 8 am - 5 pm Mon-Fri 98% 100% 2% % of response within 2 seconds (internal) 90% 95%
ITSM - SLA SAMPLES RL ConsultingRL Consulting Page - 1 People • Process • Technology Organization • Integration Service Level Agreement – Sample #1 This sample is a short form contract used to both document the SLA and report ... resolutions of these problems shall be published and distributed to management. SERVICE LEVEL AGREEMENT ...
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