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This internal scripting of SLA also helps to compare the quality of service between an in-house department and an external service provider. [4] The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels:
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. The objective of the OLA is to present a clear ...
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 ...
Internal service integrator: The client itself can take responsibility for service integration. Its retained organization is accountable for coordinating and integrating the services. Its retained organization is accountable for coordinating and integrating the services.
Service governance is a means of achieving good corporate governance through managing internal corporate services across and throughout an enterprise. It engages stakeholders and delivery channels for the purpose of effectively managing risk, as well as driving the intended business value [ 1 ] with a focus on how decisions are made and ...
In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [1] an SLI can be called an SLA metric (also customer service metric, or simply ...