I’m checking our ITIL and support guys around what they use as the
definition of SLA. I had an IEEE paper published in 2005 called “Toward an
acceptable definition of service” that talked a bit around SLA and policy. (http://doi..ieeecomputersociety.org/10.1109/MS.2005.80)
Steve
From: Ken Laskey [mailto:]
Sent: 23 January 2007 03:41
To:
Subject: [soa-rm-ra] definition of SLA
This will probably need to be tackled at some point and I
have the question biting me now. Is there an accepted definition of a
service level agreement? How would we define it? For what purposes
is it used? When should someone care?
Answer these and I have more questions?
Ken
------------------------------------------------------------------------------------------
Ken Laskey
MITRE Corporation, M/S H305
phone: 703-983-7934
7515 Colshire Drive
fax: 703-983-1379
McLean VA 22102-7508
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