Service Level Agreements
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Perspective

  • Business function owner is a customer of the service provider
  • Business function owner is typically the business function department manager or an application support team.
  • Business function owners do NOT dictate architectures.
  • Business function owner does NOT own the hardware or infrastructure.
  • Service provider is typically the information technology department.
  • Service providers determine the infrastructure and architecture to fulfill the requirements of each instance of an SLA.
  • Service providers own and manage the hardware and infrastructure.
  • The relationship between business function owner and service provider:
  • Should NOT be adversarial.
  • But it should be by-the-book.

    • For assistance with designing, writing, implementing, and supporting your Service Level Agreements (SLA), please contact Mt Xia.

    Slide ID:MXSLA-2