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1. I
T
I Service
evel Agreement
Your Company Name

2. Content
Agreement Overview
ITIL Service Scope
ITIL Service Objectives
Roles & Responsibilities
ITIL Service Level Agreement Description & Capacity
Service Management
Service Improvement Plan
Best Practices for creating Service Level Agreement
2

3. Agreement Overview
This Agreement constitutes a Service Level Agreement between Service Provider
(company_name) and Customer (client_name) for providing IT services required to
support and sustain the client’s Product or service.
It remains valid until superseded by a revised agreement mutually endorsed by the
stakeholders. It outlines all those parameters which have been mutually understood by
the primary stakeholders. This Agreement does not supersede current processes and
procedures unless explicitly stated herein.
› The purpose of this Agreement is to ensure that the proper elements and
commitments are in place to provide consistent IT service support and delivery to the
customer.
› The main aim is to obtain mutual agreement for IT service provision between the
Service Provider(s) and Customer(s).
The bjectives of this Agreement are to:
Provide clear reference with respect to service ownership, accountability, roles and/
or responsibilities
Add text here
Present an accurate and measurable description of service provision to the client
Match perceptions of expected service provision with actual service support & delivery
3

4. ITIL Service Scope
4
Listed here are a few Services which have been
covered in this agreement
Remote assistance using Remote Desktop and a
Virtual Private Network
Monitored email support
Planned or Emergency Onsite assistance
Personnel Telephone Support
Regular system health check
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5. ITIL Service Objectives
5
The objectives in the list will vary according to the service been provided, the warranties required, and the targets being serviced
Specify here the description of the hours within which the client
expects the service to be available. Also mention special
conditions for exceptions like weekends, special holidays
Service Hours Service Availability
Specify the target availability levels that the IT service
provider will seek to deliver within the agreed service
hours. Availability of different interface is specified below
Interface
Availability
How to Measure
Telephone
During Official Work Hours
85%
E-mail
At all times
90%
Web Portal
At all times
80%
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6. Roles & Responsibilities
6
ROLES RESPONSIBILITIES
Service Level Manager (Client)
› Analyses and reviews Service Performance against this SLA
› Organizes and maintains regular Service Level reviews with the Service Provider
› Acts as co-ordination point for any temporary changes to Service Levels required
› Add text here
Service Level Manager (Service
Provider)
› Analyses and reviews Service Performance against the SLA
› Organizes and maintains regular Service Level reviews with the IT Customer
› Ensures that changes are assessed for their impact on service levels
› Add text here
Service Delivery Manager
› Provides a managed level of service at budgeted cost to all users
› Forecasts service demand and resource needs within cost budget
› Add text here
Service Execution Manager
› Operates and maintains the Service levels
› Ensures that IT services operate within the target limits
› Add text here
IT Operators
› Execute the daily operations
› Perform routine maintenance tasks
› Add text here
IT Operations Analyst
› Maintain all operational knowledge bases
› Reports on the performance of service components
› Monitors the service and service levels
› Add text here
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7. ITIL Service Level Agreement Description & Capacity
7
Elaborate here the
detailed purpose of the
business service
Purpose of
Business Service
Specify here the
security
classification
Security
Classification
List here all the
component features
and services
Service
Component
List here all the supporting
services (like Messenger)
& IT Systems
Supporting Services
& I.T. Systems
Add text
here
Add Text
Here
Infrastructure Element Baseline Threshold Growth +1 year
Network Add text here Add text here Add text here
Database Add text here Add text here Add text here
Throughput Add text here Add text here Add text here
Software licenses Add text here Add text here Add text here
B A S E L I N E C A P A C I T I E S A N D T H R E S H O L D S
S E R V I C E D E S C R I P T I O N
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8. Service Management
8
› Guaranteed within 72 hours during the business week
Add text here › Add text here
› Monitored 8:00 A.M. to 7:00 P.M (Monday- Saturday)
› Emails received outside of office hours will be collated.
› Efforts will be made to ensure immediate revert
Email support
› Monitored 8:00 A.M. to 7:00 P.M (Monday- Saturday)
› Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer the same
› Backup answer phone service will be available
SERVICE
AVAILABILITY
Service Provider will respond to service-related incidents/ requests submitted by the Customer within the following time frames
Priority Description
Low Within 5 working days
Medium Within 48 hours
High 0-9 hours (during business hours)
48
Hr
Call Support
Onsite assistance
S E R V I C E R E Q U E S T S
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9. Service Improvement Plan
9
A detailed improvement plan covering problem identification, description, current
status, expected delivery date & key responsible person needs to be worked upon
Breakdown of Incidents
Service Functional Area 01 02 03
Add text here Add text here Add text here Add text here
Add text here Add text here Add text here Add text here
Description Actions and
Issues
Delivery
Date
Progress
Status
Key Responsible
Person
Add text here Add text here Add text here Add text here Add text here
Add text here Add text here Add text here Add text here Add text here
PRIORITY INCIDENTS
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10. Best Practices for creating Service Level Agreement
10
Specific – It must be
specific and detailed
enough to define
expectations for
service delivery
Measurable – There
must be a way to track
actual performance
against the
promised SLA
Achievable – It must be
realistic and able to
be met
Relevant – It must be
directly related to the IT
service being delivered
and it must be relevant
Timely – It must contain
a time frame against
which the service will
be delivered
Measurable SLAs
SLAs must represent SMART goals
It is advisable to create separate SLAs for each IT service jus to ensure effective accomplishment of tasks, some examples
could be:
› A new user will be created within one day of receiving an approved new user request form
› User terminations will be processed at the end of the user’s last day
› SLAs should never be based on mere guess. They should be based on quantitative (or real) data
› It should reflect knowledge gained on actual prior experience to deliver the new or improved service
› Add text here
› Services would be available within 5 working days except for weeks where a holiday occurs
› All orders will be released within 1-2 hours of receipt, except for Sundays
SLA should specify any usual and unusual situations that can hold up IT service
processing, like:
Separate SLAs for
each IT Service
SLAs should be
quantitative
Account in Usual &
Unusual Exceptions
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11. ITIL Service
Level
Agreement
Icons Slide
11

12. 12

13. About Our Company
13
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Value Clients
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Preferred by Many
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Target Audiences
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We are Creative

14. Financial
14
This graph/chart is linked to excel,
and changes automatically based
on data. Just left click on it and
select “Edit Data”.
Minimum
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and changes automatically based
on data. Just left click on it and
select “Edit Data”.
Medium
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Maximum
50% 75% 95%

15. Quotes
15
I choose a lazy person to do
a hard job. Because a lazy
person will find an easy
way to do it. -Bill Gates

16. Comparison
16
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changes automatically based on data. Just
left click on it and select “Edit Data”.
Lowest Shopping Rating Highest Shopping Rating
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changes automatically based on data. Just
left click on it and select “Edit Data”.
V/S
20%
60%
35%
85%

17. Venn
17
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18. Area Chart
18
Product 01
This graph/chart is linked to excel, and
changes automatically based on data.
Just left click on it and select “Edit Data”.
0
10
20
30
40
50
60
70
80
90
100
NovOctSepAugJulJunMay
SalesInPercentage(%)
Financial Year 2020
Product 01
Product 02
Product 02
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changes automatically based on data.
Just left click on it and select “Edit Data”.

19. Thanks for Watching!
# street number, city, state
Address
0123456789
Contact Number
emailaddress123@gmail.com
Email Address
19