Types Of Services Agreement

There are three types of service level agreements that can be documented. Before defining ITIL service level requirements and agreeing on service levels via SLA, the most appropriate SLA structure must be designed. Depending on the services made available to a customer or company, an SLA structure corresponding to the objective is designed. Service level agreements are typically signed during the ITIL service design phase of the ITIL lifecycle. The SLA should contain not only a description of the services to be provided and their expected service levels, but also metrics that measure the services, the obligations and responsibilities of each party, the corrective measures or penalties applicable to violations, and a protocol for adding and removing metrics.

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