Service level agreements: een literatuuroverzicht

Abstract

Service Level Agreements (SLAs) enclose the conventions between a service provider and a customer about the minimal acceptable service delivered. Despite the managerial importance of these agreements there are little writings outside the IT on this topic. This article gives an overview of the literature about Service Level Agreements, stressing the applicability of the theoretical aspects for all services. The issues discussed are a standardized definition for SLAs, the different kind of agreements, the desired objectives and a general procedure to establish such an agreement. The important contributions of this article are a review of the literature on SLAs, the added critical notes and the attention given to possible further research about SLAs.