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Service Level Agreement Policy Template
with Sample Metrics

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IT Service Management  requires Service Level Agreements (SLA) and many organizations do not have a good place to start.  It is now widely accepted that service provision and receipt should be governed by an agreement. This is essential to define the parameters of the service, for the benefit of both the provider and the recipient.  This template is a working SLA with METRICS that over twenty world class enterprise use.

The Service Level Agreement Policy Template with Metrics is designed to make creation of service level agreements far more straight forward. It is intended to de-mystify the SLA, and enable you to produce a top quality document with the minimum of fuss. There is absolutely no need to re-invent the wheel! It is supplied in MS-Word format (Versions 2003 and 2007) plus supporting materials in PDF format and Excel (version 2003 and 227).  Include are:

  • Service Level Agreement Policy Template  is a nine page policy for a single application,  It defines specific SLAs and metrics that are both internally and externally focused.

  • 70 possible metrics presented graphically in PDF format.

  • Full Job Description for  the Director of IT Management and Control

The table of contents for the policy template is as follows.

Service Level Agreement For The Application
   Overview
   Three-Tier Environment
   SLA
     Internal IT SLAs
         Hardware/Network Maintenance
         Backup and Recover
         Application Administration
         Application Updates
     External SLA
          IT Obligations
          End User Obligations
     Sample Metrics

The sample metrics are provided in PDF format.  Click on the small image below to see one page of the PDF file with the bookmarked outline of the document showing the classification of the 70 metrics depicted graphically.

 









 
 
 
Service Level Agreements Blog Comments

May 11th, 2008

Payroll Officer
You will ensure all employees are paid on time and accurately according to prescribed procedures and timetables, and respond to queries from employees within designated Service Level Agreement timescales. You need to have practical ...  

 

May 10th, 2008

Quality Assurance Senior Officer
Bayt.com | Latest Jobs - Responsible for the management, implementation and monitoring of Taxi and Limousine service level agreement to ensure high service quality delivery in alignment with RTA strategic goals. 1. ...  

 

May 10th, 2008

An interesting week
So, Basically (again) our usual SLA (Service level agreement) is around 50-80% depending on how busy we are, how many people are off sick (we are currently 2 people less than we should be, even if everyone is in) and if any ...  

 

May 10th, 2008

Manager of Information Systems in DALLAS, TX
• Relationship manager between service users and providers • IT Infrastructure strategy, planning, architecture and optimization to meet business needs • Service level agreement management and contractual evolution within ...  

 

May 10th, 2008

Public transport agency to upgrade taxi service
"The key objective of signing this agreement revolves around the concept of improving key performance indicators and upgrading the level of service rendered by franchisee companies to the public, including citizens, residents, visitors, ...  

 

May 9th, 2008

(IT) Helpdesk/Service Level Coordinator
It is responsible for monitoring the resolution of tasks and proactively escalating where at risk of impending Service Level Agreement failure. During the project transition period, you will travel to sites across Australia to get a ...  

 

May 9th, 2008

Judy Weitz and Homeland Security
The actual situation was that they had a dedicated server hosting account with a company out of San Franscisco that had a service level agreement for redundance. This hosting company had redundant servers running in San Franscico and ...  

 

May 9th, 2008

Sure signs new BlackBerry service level agreement with RIM
(Telecompaper) Cable & Wireless-owned operator Sure, active in the Channel Islands and Isle of Man, has set up new links from its headquarters in Guernsey to...  

 

May 8th, 2008

BETA: Service Level Dashboard for Operations Manager 2007
Service Level Dashboard for Operations Manager 2007 uses the following components to gather and process additional data:. The SLA agreement is identified and defined by the IT Manager for a given business-critical application or service ...  

 

May 8th, 2008

BT and Siemens to Deliver One-Stop Converged Communications Solution
The solution offers a single service level agreement as well as a flexible pricing model with a single point of contact for end-to-end managed services. This solution combines Siemens OpenScape* suite of communications software ...  

 

May 8th, 2008

Service Level Dashboard for Operations Manager
Results are displayed in a single Web-based user interface, providing both top-level and drilldown views. The top level view reports the Service Level Agreement (SLA) status (compliant or non-compliant) of every application being ...  

 

May 6th, 2008

MSP Service Level Agreements
MSP's need service level agreements that help acquire new customers, retain existing customers, and mitigate legal risks in the event that the relationship ends badly. Today more than ever, customer facing contracts such as service ...  

 

May 4th, 2008

Kalypsoweb:: Web Hosting Special - 50% Off! - Free Website ...
We treat every website with the same qualty and service it so rightly deserves. To ensure that quality of service and show how confident we are in our services, we are offering a 99.9% web site service level agreement (SLA). ...  

 

May 2nd, 2008

TIBCO ActiveMatrix to Provide Predictive Service Level Agreement ...
TIBCO Software Inc. (NASDAQ: TIBX) today announced it has added new functionality to its ActiveMatrix™ Service Oriented Architecture (SOA) platform to automatically predict and fix IT service problems before they slow down access to ...  

 

April 30th, 2008

TIBCO ActiveMatrix to Provide Predictive Service Level Agreement ...
TIBCO announced it has added new functionality to its ActiveMatrix Service Oriented Architecture (SOA) platform to automatically predict and fix IT service problems before they slow down access to mission critical business information. ...  

 

April 29th, 2008

Service Level Agreement
He advertised a service and lived up to that agreement. He essentially met his SLA (Service Level Agreement). Regardless of what we might believe, we all have certain SLAs as part of our role in an organization, our role on a project, ...  

 

April 25th, 2008

Service Level Agreement Coordinator, Global Intelligence Agency ...
Belgium, Greater London, United Kingdom Computer People Fri, 25 Apr 2008 00:00:00 -0700.  

 

April 23rd, 2008

SharePoint - Sample Service Level Agreement (SLA)
This is a very basic sample of a service level agreement for SharePoint. This would be more typical of providing an SLA to an internal department of an organization. Providing an SLA to an external party would probably include an ...  

 

April 21st, 2008

What is a service level agreement?
What is a service level agreement? I get asked that from seasoned CIOs all the time and it amazes me that they operate their IT shop without any consideration for service level management. Think of a service level agreement (SLA) as a ...  

 

April 21st, 2008

MILITARY Corporate Service Level Agreement Coordinator
... as included in the Corporate Service Level Agreement; Monitor and evaluate the Key Quality Indicators of each CIS service; Assess services performances against targets of Corporate Service Level Agreement; identify weak points and ...  

 

 

© 2008 Janco Associates, Inc. - ALL RIGHTS RESERVED  --  Revised: 05/02/08.