Service Level Agreement Template - Policy with Sample Metrics - a basic requirement for every IT and user organization

The Service Level Agreement Template - Policy with Sample Metrics is a must for every CIO and IT Manager.

It is now widely accepted that service provision and receipt should be governed by an agreement. This is essential to define the parameters of the service, for the benefit of both the provider and the recipient.

It must obviously cover many other issues, as well as defining the service itself. Unfortunately, creation of an appropriate and focused Service Level Agreement (SLA) is NOT a trivial task. However, it need not be a daunting experience either!

The SLA Toolkit is designed to make creation of service level agreements far more straight forward. It is intended to de-mystify the SLA, and enable you to produce a top quality document with the minimum of fuss. There is absolutely no need to re-invent the wheel! It is supplied primarily in MS-Word format.

Service Level Agreement Policy Template  is a nine page policy for a single application,  It defines specific SLAs and metrics that are both internally and externally focused. The sample contain over 70 possible metrics presented graphically in PDF format.

The table of contents for the policy template is as follows.

• Service Level Agreement For The Application
  • Overview
  • Three-Tier Environment
  • SLA
    • Internal IT SLAs
      • Hardware/Network Maintenance
      • Backup and Recover
      • Application Administration
      • Application Updates
    • External SLA
      • IT Obligations
      • End User Obligations
    • Sample Metrics

The sample metrics are provided in PDF format.  Click on the small image below to see one page of the PDF file with the book marked outline of the document showing the classification of the 70 metrics depicted graphically.