The third and the last type of service level agreement is the multi-level SLA. In multi-level SLA, aspects of SLA are defined according to the organization of the customer using some kind of inheritance with overall definitions with relevance for all subordinate levels. This SLA focuses on the organization of the customer. All services and their interrelationships with subordinate services are used when defining the multi-level service level agreement structure.
Maintaining service level agreements are part of service level management. Every time a service change, or the service level target of a service change, the service level agreement needs to be reviewed and revised. The new service level agreement needs to reflect the changes made to the service or the service level targets. Therefore, the management of service level agreements is an important part of ITIL continual service improvement.
Why it’s important to have an SLA
Without a service level agreement, it is not clear what will happen if one of the parties do not hold up to their end of the bargain. For example, let’s consider that a telecom provider’s service level target is to answer all help desk calls within 5 seconds, and the calls are only being answered within 5 minutes.