Today’s SLA has come a long way. In the past SLA was managed manually, using spreadsheets or unsophisticated computer tools. A system that was too reliant on key personnel and inefficient in the way it was managed.
SLA has become increasingly popular, with more and more businesses realizing its benefits.  Service Level Management provides a way to optimize IT service quality and align it to your business services. It details which departments in your business use that service. It enables you to agree and document levels of service and monitor and review actual service levels achieved as compared to SLA targets. It helps you to control costs, ensuring budgets are met. It provides a way to review IT service levels enabling you to take steps to eliminate unacceptable levels of service.
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