by Karsten Smet
© 2003, Karsten Smet All Rights Restricted
ITIL has clear definition of Service Level Management and goes into great detail regarding the process,
implementation and the content of the key deliverable the Service Level Agreement (SLA). The question
is, is the SLA really the key deliverable? ITIL does not go in to great detail of other items that form the
make up Service Level Management and in particular Service Level Requirements (SLRs), Operational
Level Agreements (OLAs), Underpinning Contracts (UCs) and the Service Catalogue. This article focuses
in more detail on these items and aims to provide detailed guidance on their production. The final
outcome will be an understanding of whether ITIL is too focused on the production of SLAs?
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