ISO 27001 IT Security Service Level Agreement (SLA) Objectives
Download Free ISO 27001 IT Security Service Level Agreement (SLA) Objectives
1. Defining Roles and Accountability
It is important that both parties to an SLA understand the respective roles and responsibilities defined in the agreement. A number of industry factors have made establishing roles, responsibilities, and performance (and financial) accountability increasingly difficult on both the network and services side of the SLA equation.
2. Managing Expectations
In general, executing an SLA contractually sets the customer’s expectations regarding a product’s delivery. Once defined, agreed to, and executed, the terms and conditions that make up the bulk of the SLA contract become the customer’s entitlements with respect to the product. This guarantee enables the customer to plan and operate his or her business with a reasonable level of confidence in the availability, performance, or timeframe of a contracted product or service.
3. Controlling Implementation and Execution
The SLA is a reference document for managing the execution of the contract and ensuring the timely delivery and continued performance of the product or service within the defined entitlements.
4. Providing Quality of Service Verification
Following (or during) the execution phase, the service provider(s) will be held accountable for performance being in compliance with the agreement. Proof or verification of QoS compliance is a critical component of most SLAs. Many times this has necessitated advanced planning on gathering the data required to provide SLA reporting
5. Enabling Communications
Service level agreements provide a framework for both service providers and customers to address their needs, expectations, performance relative to those expectations, and progress on action items that may be undertaken to improve upon either the SLA itself or the service provider’s performance.
6. Assessing Return on Investment
The ability to calculate return on investment (ROI) is a key reason that SLAs are becoming more prevalent. The customer uses SLAs to protect his or her business’s ability to operate. He or she is even willing to pay extra in order to get a higher level of comfort and security.
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