SLA Evaluation
According to ITIL, a Service Level Agreement (SLA), is an agreement between an IT service provider and a customer.
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
The information created in this functionality depends on previously registration of the SLA.
Procedure
- Access the SLA Evaluation functionality through the main menu Processes > Service Level Management > Evaluation > SLA Evaluation;
- Set the date periods;
- Click on "Create Information".