BS15000 / BS 15000  
IT service management standard  
The Service Level Agreement  

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The Service Level Agreement


A comprehensive service level agreement is an essential requirement for the provision or receipt of any important service. It quite simply defines the parameters for the delivery of that service, for the benefit of both parties, and is core to supporting many of the key provisions within BS15000.

But where do you start? How can you quickly understand the basics? How do you establish what is required? How can you quickly create a quality service level agreement? .

The most straight forward route is probably to use a template, th emost well known of which is the SLA Toolkit

This comprises a number of essential items: a template for you to populate; a guide to take you through the template step by step; a checklist for any existing agreements (if you have any); a PowerPoint presentation to help you understand the concepts; an introduction to service level management (SLM).

For more information visit the SLA Toolkit website: SLA World




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