A service level agreement, or SLA, is a formal set of service commitments made to a customer by a service provider.A service level objective, or SLO, is a specific target for a service metric that is included in an SLA.
SLA vs SLOAn SLA is a formal document or statement that makes a commitment to customers. In many cases, an SLA is a binding contract that is mostly legal wordage by content.SLOs are the core content of an SLA that make specific and measurable commitments. An SLA may include many SLOs as targets for metrics such as uptime and customer satisfaction rate.
|Definition||A set of service commitments to a customer.||A target for a service metric.|
This is the complete list of articles we have written about service management.
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A definition of service level agreement with a few examples.
The difference between a SLA and a OLA.
A list of common service level objectives.
An overview of service delivery with examples.
A list of IT service management terms.
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A list of common high availability techniques.
The common functions of application management.
An overview of capacity management.
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An overview of patch management with examples.
An overview of process improvement with examples.
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