Activity
Review Underpinning Contracts and Operational Service Agreements
Process Implementation
Description
Description
Most IT providers are dependent to some extend to their own suppliers (both internal and external). They cannot commit to meeting SLA (Service Level Agreement) targets unless their own suppliers' performance underpin these targets. Contracts with external suppliers are mandatory, but many organisations have also identified the benefits of having simple agreements with internal support groups, usually referred to as OLAs (Operational Level Agreements)
Organisation
Responsible role
Service Level Manager
Input/Output
Input data
SLM risk policy