2019 - Service Level Agreements (SLAs) - Preparation Guidelines for Effective SLAs

The Importance of Service Level Agreements (SLA) - Definition of key terms.
Service Level Agreements as a Key Element of the Service Level Management (SLM) Process.
In what situations Can SLAs Be Applied and Useful?
Modern view of SLAs for internal and external service provisioning, Including all Types of Services.
Foundation for Developing SLAs – Direct relation to Governance and Risk Management.
A General Methodology for Developing SLAs.
Determining Performance Service Level Objectives (SLOs).
Importance of Developing “User-facing SLAs” that Are Truly Responsive to Users' Needs.
Differences Between User-oriented SLAs and Technically-oriented SLAs and how they Help Achieve Alignment with Business Objectives.
Illustration of User-facing SLAs as opposed to Technology or Operations-facing SLAs
Success Factors to Develop Effective SLAs.
A Framework and a List of Elements to Consider in SLA Development for IT and Software Services requirements.
Action Plan for Developing Effective SLAs.