Tentang SLA (Service Level Agreement) & BSM

What are SLAs?  SLAs are agreements that exist between business units and IT environments where the level of a service is defined to ensure reliable operations.  They effectively document business or customer performance and availability expectations of an application or service. 3 Major Types of SLAs SLAs mean different things depending on the context.  So let’s define three common types: Contractual: this kind of agreement is negotiated between two companies, for example between an outsourcer (IBM Global Services, or a smaller ma…