Specification of service level agreements, clarifying concepts on the basis of practical research

Over the last ten years the primary business processes of many organisations have become strongly dependent on IT systems. As a consequence the integration of IT systems into organisations, and in particular the subsequent exploitation and operation support activities, have become of utmost importance. The area of IT exploitation and operation is known as Service Management and covers activities such as performance and availability support, end-user and help desk support, education, and technical operation. One of the main concepts of Service Management is the Service Level Agreement (SLA). The purpose of a SLA has recently shifted from being a financial contract towards an instrument for the management of the customer's expectations. Managing customer's expectations is based on the definition of services, the specification of service levels agreements and the design and implementation of service processes. This paper presents the underlying concepts for the identification and specification of Service Level Agreements. Based on lessons learned from empirical research a description and clarification is given of these SLA concepts.