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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 ...
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:
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 ...
Service abstraction is a design principle that is applied within the service-orientation design paradigm so that the information published in a service contract is limited to what is required to effectively utilize the service [1] The service contract should not contain any superfluous information that is not required for its invocation.
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Security requirements defined in service level agreements (SLA) and other external requirements that are specified in underpinning contracts, legislation and possible internal or external imposed policies. Basic security that guarantees management continuity. This is necessary to achieve simplified service-level management for information security.
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.
Something agreed on in a Service-level agreement (SLA) Topics referred to by the same term This disambiguation page lists articles associated with the title Level of service .