---
title: SLA Evaluation
slug: citsmart-8-en/sla-evaluation
description: This document provides a comprehensive overview of Service Level Agreements (SLAs) based on ITIL guidelines. It explains how SLAs serve as agreements between IT service providers and customers, outlining service level targets and responsibilities. Additio
docTags: 
createdAt: 2022-01-19T21:45:31.000Z
---

According to ITIL, a <font color="#3b9f0f">**Service Level Agreement**</font> <font color="#3b9f0f">**(SLA)**</font>, is an agreement between an IT service provider and a customer.&#x20;

An SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.

This functionality has the objective of **creating information about the service level agreement**, which will help in the creation of the quality plan.

## Before getting started

- [x] The information created in this functionality depends on previously registration
  &#x20;of the SLA.

## Procedure

1. Access the SLA Evaluation functionality through the main menu `Processes >
    Service Level Management > Evaluation > SLA Evaluation`;
2. Set the date periods;
3. Click on "**Create Information**".