---
title: SLA Evaluation
slug: itsm-en/sla-evaluation
description: Learn about Service Level Agreements (SLAs) in this document. Understand how an SLA defines the IT service, outlines service level targets, and clarifies responsibilities for both the IT service provider and the customer. Discover simple steps to access t
docTags: 
createdAt: 2021-10-27T19:00:07.000Z
---

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**".