An SLA Template and How to Use it (PDF)

An SLA Template and How to Use it (PDF)

Simple overview & Guide, plus a basic template.

This is a guide which provides an overview and examples of how to succeed with SLAs. It takes you step by step through how to complete an SLA. Free SLA template outline included!


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Create successful service level agreements (SLAs) with this template today!

An SLA Template and How to Use it is:

  • A guide which provides an overview and examples of how to succeed with SLAs.
  • It takes you step by step through how to complete an SLA.
  • A FREE SLA template outline is included with this guide.

It also contains much more.

A template is often thought of as a fill-in-the-blanks document - a way to expedite SLA completion by quickly plugging in some content and declaring it done.

Although that may be the appropriate function of some templates, using an SLA template in this way can be counter-productive and self-defeating, because creating a successful SLA (the operative word being successful) is about having a conversation - or, more likely, numerous conversations.

Most IT organisations rarely communicate with their customers, except in the context of a problem or project. An SLA effort is often the first time the parties meet to discuss expectations, priorities, responsibilities, and what each needs from the other.

In fact, the long-term success of an SLA hinges on the dialogue. Accordingly, if you use an SLA template as a means of completing your SLA quickly, you will complete it quickly - and it is likely to fail almost as quickly.

Given that an SLA effort is about having a conversation, you might also view this guide as a template for that conversation. The objectives of this guide are to:

  • Describe the structure of an SLA so as to strengthen your understanding of its key components
  • Keep you from overlooking critical aspects of the SLA
  • Raise questions about the pertinent service issues that you otherwise miss
  • Help IT organisations and their customers deepen their understanding of each other's environment
  • Offer guidelines, recommendations and examples to help you succeed with your SLAs.

If you'd prefer, we also offer this book with other essential SLA reading in our Naomi Karten Writing Effective SLAs Bundle. This bundle contains all four guides (including this one) on SLAs by Naomi Karten.

We also offer network licences for this products. Please contact us for pricing.

Author: Naomi Karten
Publisher: Naomi Karten Associates
Pages: 25
Format: Electronic Download (Zipped .PDF & .DOC 0.25MB)
Publication date: 1 October 2006
Availability: Immediate download

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