Task: Draft SLA

Relationships

Roles	Primary Performer: Service Level Manager	Additional Performers: Customer Liaison IT Customer Service Delivery Manager Service Owner Supplier
Inputs	Mandatory: Service Level Requirements Service Pricing and Contract Information	Optional: None
Outputs	Service Level Agreement

Main Description

An initial SLA should be drafted so that a proposal of activities are contractually defined.

The documentation of the SLAs includes a description of the services and the respective quality levels (from the Service Catalog), as well as defined key targets.

Initiate OLAs as needed to support the SLA.

More Information

Tool Mentors	TSLA - Create and Maintain Service Level Agreements