Thursday, April 26, 2018

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Service Level Agreement (SLA)

Essentially, an SLA specifies who will do what and when and where. We can specify these dimensions in a visual format. The business modeling language foundation provides a wealth of business knowledge that adds clarity to SLA’s. The added aspects to an SLA are business performance metrics associated with these business dimensions. Typically they define expected and agreed service levels or lead times. All relevant metrics can easily be attached to any of our five dimensions (who, what, where, when and which) and be electronically housed in our software. It really is a relatively easy process to store and extract this data and simply generate the bulk of the SLA’s content.

The result is a detailed analysis of major components, covering many areas that are normally omitted or not even considered.

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