Types of SLA itil, information technology infrastructure library
Service-based
All customers get same deal for same services
Customer-based
Different customers get different deal (at different cost)
Multi-level
These involve corporate, customer and service levels and avoid repetition
Right Capacity, Right Time, Right Cost!
This is capacity management
Balances Cost against Capacity so minimises costs while maintaining quality of service
Is it available? itil, information technology infrastructure library
Ensure that IT services matches or exceeds agreed targets
Lots of Acronyms
Mean Time Between Service Incidents
Mean Time Between Failures
Mean Time to Restore Service
Resilience increases availability
Service can remain functional even though one or more of its components have failed