| Title: |
A Pragmatic Guide to Service Level Agreements |
| Author: |
Paul Allen |
| Publication Date: |
24 January 2007 |
| Report Type: |
Journal |
| Report Class: |
Best Practice |
| Abstract: |
Service level agreements (SLAs) are the deliverables that are used to manage expectations between consumers and suppliers of services. In a previous report1 we provided a template for clear definition of SLAs, underpinned by Everware-CBDI’s meta model. In this report we set SLAs in the context of the overall service oriented process. At the same time it is important to realize that SLAs are not always appropriate and that the degree of detail required can vary. We therefore provide pragmatic guidance on when and when not to use SLAs, with respect to different types of services and organizational market contexts. |
| Backgrounder: |
In the previous report we set out an approach to defining SLAs that is integrated with SOA and service specification and that is designed to cater as easily as possible to the migration of business processes toward composition from services.
While clear definitions are fundamental we are very much aware that a “one size fits all” approach will not do. In particular it is important to understand that SLAs are not always appropriate. In this report we sketch out the overall SLA process with recommended organizational roles, look at how service commoditization level can affect this approach, and provide guidelines on choosing the appropriate level of SLA detail according to different organizational market contexts. |
| Report Size: |
10 pages |
| Report Access Type: |
 | Silver/Gold (Premium) |
|
| Available for separate purchase |
Single copies of recent CBDI Journals may be purchased |
| Login |
|
Home