Service Catalogue itil, information technology infrastructure library
Service Level Management
Service Level Agreement
Operational Level Agreements
Internal
Underpinning Contracts
External Organisation
Supplier Management
Can be an annexe to a contract
Should be clear and fair and written in easy-to-understand, unambiguous language
Success of SLM (KPIs)
How many services have SLAs?
How does the number of breaches of SLA change over time (we hope it reduces!)?
Things you might find in an SLA