The IT INFRASTRUCTURE Library (ITIL) certification is a globally recognized IT service management certification distributed by Axelos. There were several versions of ITIL, the last ITIL being v4 2018. The ITIL Certification Course is an entry-level qualification in the field of IT service management that grants foundation certification to those who complete their studies. An example of this is that an organization requires that the level of security be strengthened in one of its departments. In this situation, the entire company is insured by a security agency, but requires one of its customers to be safer in the company for certain reasons. You can find a detailed breakdown of a service level agreement in this SLA checklist. Service providers need SLAs to manage customer expectations and define severity levels and circumstances in which they are not responsible for failures or performance issues. Customers can also benefit from SLAs, as the contract describes the performance of the service – which can be compared to SLAs from other providers – and defines ways to resolve service issues. Using a multi-step structure for a large organization reduces double effort while providing adaptation for clients and services. Therefore, at the enterprise level, SLAs apply to every one and every department of that organization. Customer-level SLAs apply to the department, etc. The underlying advantage of cloud computing is that of shared resources that are supported by the underlying nature of a common infrastructure environment.

Therefore, SLAs span the entire cloud and are offered by service providers as a service agreement and not a customer-based agreement. Measuring, monitoring, and reporting on cloud performance is based on the final UX or its ability to consume resources. The disadvantage of cloud computing compared to SLAs is the difficulty of determining the cause of service interruptions due to the complexity of the nature of the environment. Although your SLA is a documented agreement, it doesn`t have to be long or overly complicated. It is a flexible and lively document. My advice? Create one with this template and examples and consult your customers for perceived gaps. Since unforeseen cases are inevitable, you can re-examine and optimize AA if necessary. If a customer encounters a problem, they don`t have time to search your website after hours of availability.. . . .