Developing a Service Level Agreement

The video tutorial explains the concept of a Service Level Agreement (SLA), which is a formal commitment between a service provider and a client. It outlines the expected quality, availability, timing, and responsibilities of the service. The tutorial details the steps to develop an SLA, including identifying the business owner, defining the service, determining measurable milestones, and setting baseline targets. It also covers how to monitor and review performance, emphasizing the importance of regular client meetings to ensure accountability and clear expectations.

What is the purpose of a Service Level Agreement (SLA)?

How should responsibilities be defined in an SLA?

What are the essential steps in developing a Service Level Agreement?

What factors should be considered when defining the service in an SLA?

How can performance be monitored and reviewed according to the SLA?