Service Level Agreements

Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the Service-level agreements (SLAs). Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of underpinning-contracts (UCs), respectively. The process involves assessing the impact of change upon service quality and SLAs. The service level management process is in close relation with the operational processes to control their activities.

Optimal Service-level manager is responsible for:

  • Ensuring that the agreed IT services are delivered when and where they are supposed to be
  • Liaising with availability management, capacity management, incident management and problem management to ensure that the required levels and quality of service are achieved within the resources agreed with financial management
  • Producing and maintaining a service catalog (a list of standard IT service options and agreements made available to customers)
  • Ensuring that appropriate IT service continuity plans exist to support the business and its continuity requirements


      Optimal SLA (Service Level Agreement) Manager ensures that IT services are delivered to the business at an acceptable level. It involves defining understanding the business requirement and planning and executing the IT services against those requirements. SLA management in Optimal supports SLAs of varying requirements and natures ensuring an easy adoption and implementation of agreements.


  • Highlights what services are already in place.
  • Helps determine priority services.
  • Indicates a clear remit for those providing technical support.
  • Helps allocate resources appropriately.
  • Determines a minimum acceptable level of service.
  • Helps highlight shortcomings in service provision.
  • Provides a basis for discussion and promotes communication.
  • Provides targets to aim for.