Aryan PrajapatKnowledge Contributor
What is the role of a Service Level Agreement (SLA) in ITIL?
What is the role of a Service Level Agreement (SLA) in ITIL?
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1.Defines agreed-upon levels of service between a service provider and customer.
2.Sets expectations for service quality, scope, and responsibilities.
3.Establishes measurable targets and performance indicators.
4.Guides service delivery and ensures accountability.
5.Facilitates communication and alignment between parties.
6.Forms the basis for monitoring, reporting, and continuous improvement.