ITIL Service Level Agreement Structure

There are a number of ways in which SLAs can be structured. The important factors to consider when choosing the SLA structure are:
  • Will the SLA structure allow flexibility in the levels of service to be delivered for various customers?
  • Will the SLA structure require much duplication of effort?
  • Who will sign the SLAs?

Three types of SLAs structures that are discussed within ITIL® are service-based, customer-based and multi-level or hierarchical SLAs.

 

Figure 5.D – SLA structures

Many different factors will need to be considered when deciding which SLA structure is most appropriate for an organization to use.

 

Typical Multi-level SLA Structure components:

 

  1. 1. Corporate level: All generic issues are covered, which are the same for the entire organization.   

Example: The Corporate Security Baseline, e.g. Passwords, ID cards etc.

 

  1. 2. Customer level: Those issues specific to a customer can be dealt with.

Example: Security requirements of one or more departments within the organization are higher e.g. the financial department needs higher security measures.

  1. 3. Service Level: All issues relevant to a specific service (in relation to customer) can be covered.

Example: The email services for a particular department needs encryption and secure backups.

 

Using a multi-level structure for a large organization reduces the duplication of effort while still providing customization for customers and services (by inheritance).

store.theartofservice.com/the-servicelevel-management-and-sla-toolkit.html
You focus on defining the goals of your organization’s successful Service Level Management and let this toolkit guide you to the end result.

 

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