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Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc. Service-based SLA: An ...
A financial bureau is an accounting business whose main focus is the preparation of finance for other businesses. In the United States such firms are often run by Certified Public Accountants, though a typical financial processing company will refer to itself as a bureau rather than a CPA firm, to distinguish its finance from the general tax and accounting that are generally not offered by a ...
A shared service is an accountable entity within a multi-unit organization tasked with supplying the business unit, respective divisions and departments with specialized services (finance, HR transactions, IT services, facilities, logistics, sales transactions) on the basis of a service level agreement (SLA) with a costs charge out on basis of some type and system of transfer price.
An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.
An example is the "career ladder" for auditors within the Defense Contract Audit Agency (DCAA). The traditional "entry level" grade within DCAA is the GS-7 level (some employees come in either at the lower GS-5 level or higher GS-9 or GS-11 levels) and the "career ladder" is GS-7 to GS-9 to GS-11 and finally to GS-12, with the employee expected ...
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
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