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How are SLAs used in the Service Lifecycle ? (from ITIL perspective)

How are SLAs used in the Service Lifecycle ? (from ITIL perspective)

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An agreement between an IT service provider and a customer. The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple services or multiple customers (see also: ITIL Checklist SLA - OLA).

In the ITIL service lifecycle, SLAs are defined and modified in the Service Design and Continual Service Improvement core areas. Whenever an IT service is designed or changed, its accompanying SLA should also be reviewed and modified to make sure it is fair, enforceable, and realistic.

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