The final service level agreement (SLA) document is a reflection of the insights gained from the entire creation process. Use this template to document an internal SLA that incorporates insights from both the business and IT.
Focus on the following sections for the Service Catalog SLA.
- Service Transactions: Document the current and ideal service catalog metrics based on service criticality.
- Notification of Service Exceptions: Outline how service exceptions will be communicated to end users.