ITSM recommends that this relationship and the service requirements of business need, cost, and performance are documented in a service level agreement (SLA). The SLA should describe the service, the targets for performance, and the responsibilities of the customer and the IT service provider. An agreement may cover many IT services or customers.
- Understanding the Concepts of Service Management and IT Service Management
- from ITIL Foundation Exam Study Guide
- Publisher: Sybex
- Released: October 2012
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