The SLA is a formal document outlining a service commitment provided by an IT service provider to one or more customers. The Service Level Management mission statement is to “plan, coordinate, negotiate, report and manage the quality of IT services at acceptable cost”.
The scope of the SLA project is to implement an enterprise framework that adapts to changing business priorities and service levels, define clear goals to shape the service offered by the provider, and avoid the back and forth associated with service level disagreements.
SLA benefits include open communication and the ability to manage the customers’ expectations. IT organizations also benefit from a clearer picture of what the users need, the ability to balance and adjust their resources to meet those expectations, as well as explicitly detail the costs associated with any given level of service.
For more details check the following attached PDF document: