The service catalog provides the range of services. Each service in the catalog usually includes: The keyword in “Service Level Agreement” is “Service”. In other words, it`s about services, not products. Product specifications and delivery requirements are handled efficiently through traditional purchasing agreements. The purpose of this Agreement is to describe the services provided to the Customer, to document the service level objectives and to define the relationship (responsibilities and obligations) of the IT Service Provider and the Customer. This chart illustrates the service agreement management process and its activities, as well as the status model that is reflected in the evolution of the service data set. The requirements are the prices and are then discussed with the customer. Different service delivery options are under discussion. In addition, a service level is defined, pursued and discussed for each service. This pricing for different service levels is supported by the service level management process. The termination of the contract is carried out as part of the CRM process due to the complete legal situation in case of termination of the contract. The management of the service level agreement is triggered by the CRM process and the monitoring of an agreement is stopped. I don`t remember seeing a document with such a name.
You probably have a lot of these agreements, but you call them “SLAs.” To avoid confusion, a CPU is a contract you have with your provider, i.e. external parties who need to achieve service goals for you, but for them you are a customer. What does an organization sign with the customer? An SLA.
