Service Level Agreements (SLAs)

A Service Level Agreement (SLA) is an agreement between an entity (Customer, Service, or Configuration Item) and a Service Provider that defines Response and Resolve target times for a Service. SLAs can be a formal agreement between an organization and its Customers, or a guide for technicians.

The SLA is the Technician's guarantee to the Customer saying, "I will respond to you within [a specified period of time]," and "I will provide a solution for your issue within [a specified period of time]." SLA is one of the most important metrics for ITSM in addition to being one of the benchmarks for success.

In CSM, an SLA is a Major Business Object. The SLA Form defines and manages the SLA.