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Standard

Service Level Management Standard

This standard defines the requirements for establishing, monitoring, reviewing, and managing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) across all IT services. It establishes how service targets are set, how breaches are detected and escalated, how SLA performance is reported, and how SLAs are maintained over the service lifecycle. It supports ISO/IEC 20000-1:2018 §8.3.3, ITIL 4 Service Level Management practice, and COBIT 2019 DSS02.

Type
Standard
Version
1.0.7
Date
2026-09-14
Owner
Chief Information Officer
Approving authority
Chief Information Officer
Classification
Public
Confidentiality
Public
Category
Operations
Review frequency
Annual and upon material service, contract, or regulatory change
Licence
CC BY-SA 4.0

Read the full text on GitHub (opens in a new tab)

Outline

  • 1. Purpose
  • 2. Scope
  • 3. Requirements
  • 4. Evidence requirements
  • 5. Framework alignment
  • 6. Limitations
  • 7. Maintenance

Frameworks it maps to

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