ITIL & ISO 20000 / SLA in ISO
What is SLA in Iso??
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According to ISO 20000, SLA is "documented agreement between the organization and the customer that identifies services and their agreed performance."
Here are a few articles where you can find more details:
"What’s the content of an ITIL/ISO 20000 SLA?" https://advisera.com/20000academy/blog/2016/06/14/whats-the-content-of-an-itiliso-20000-sla/
"SLAs, OLAs and UCs in ITIL and ISO 20000" https://advisera.com/20000academy/knowledgebase/slas-olas-ucs-itil-iso-20000/
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