SLA Management

tbSLAManagement, an ITIL-certified module, encourages the best IT service delivery to the business. IT businesses can recognise and address misalignments and weaknesses through the process of identifying needs, monitoring performance, and investigating areas for improvement. This guarantees that businesses get the best IT services and support they require to establish a competitive advantage.

When a service is contracted for, the SLA specifies what the customer and the IT service provider should foresee.

In the ITIL service lifecycle, SLAs are defined and modified in two core areas:

• Service Design
• Continual Service Improvement