Service Level Agreement Template
Not Exactly Paint By Numbers Simple

Service-Level-Agreement.net

The place to start is the SLA Toolkit available at Service-Level-Agreement.net, which comes well recommended from ITIL.

Here's an overview of the content:

• A PowerPoint presentation that explains the SLA and what is required.
• Access to a 94-page guide that takes you through every part of the template, literally clause by clause.
  
  The main sections of the template include:
  • Introduction.
  • Defining the scope of work.
  • Performance, Monitoring and Reporting.
  • Problem management issues.
  • Compensation issues.
  • Duties and responsibilities of the partners.
  • Warranties.
  • Security issues.
  • Confidential information.
  • Legal compliance and disputes.
  • Contract termination.
  • General and Signatures.
  • Schedules and Appendices.
• Audit and review section for those of you who have built the SLA and want to walk through various components to make certain you have covered all the issues.
• A section on service level management and its concepts to help you understand the broader issues required to manage the service process.

Sourcingmag.com

Another useful resource for templates and how to complete them is Sourcingmag.com. Clicking the "Tools & Templates" tab on the menu will bring you to the pertinent section where you'll find:

• E-books on the strategies and fundamentals of Service Management.
• Service Level Agreement templates.
• Penalties and incentives in outsourcing contracts.
• A number of other useful articles.

IT-Toolkits.com

A third good source for a Service Level Agreement Template is to be found at the IT-Toolkits.com Web site.

Their SLA Policy Template with Metrics is designed to make creating SLAs straightforward and help you produce a professional document.

Reminder And More Resources

This is a reminder that unless you're well skilled at building Service Level Agreements, and you feel you don't need a Service Level Agreement template, don't attempt complex stuff like this on your own.

Invest in the skills of an IT consultant who has this expertise, especially in your business.

To help you further, we're offering two free industry standard books, as well as our own reviews of them:

• A 100 page book on Implementing ITIL in 4 Practical and Auditable Steps
• A 108 page book on Achieving Common Security and IT Operations Objectives.

Our offer of professional help is a serious one. First of all, you'll find that while the site information is exhaustive, it appears in a brief, easy-to-read, often bulleted, executive style.

You won't get bogged down in details while browsing this site, but we DO have extensive in-depth information for you if you want or need it. It's free and all you have to do is ask!

Start right now by going to the Contact Us page and completing the simple online form. You'll receive immediate access to two authoritative industry books, which our site sponsor will mail to you at no cost.

As a thank you for participating in our site, you'll also receive a bonus download of "15 Interview Questions To Ask IT Outsourcing Providers".

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