Implementing Policy › Service Level Agreements

Service Level Agreements

A service level agreement (SLA) or service type is an agreement between a service desk and its customers and usually describes the level of service to be provided by the service desk. If this level of service is not provided, the service desk can be penalized. For example, a service desk that operates on a “pay per service” basis may not receive full payment for service that does not meet an agreed upon level of service. Thus, most service desks view service level agreements very seriously and make every effort to meet the type of service specified in these agreements.

In addition, most service desks keep meticulous records when service level agreements are met or violated. The service types defined with CA SDM are designed to help the service desk personnel meet their service level agreements and keep the records they need to verify that their service level agreements have been met.