5. Service supply process
Within this family of processes, the international standard requires the service provider to master the eight processes described below.
5.1 Service level management
The customer who has subscribed to one or more services expects the service provider to achieve a certain number of results in return. The conditions agreed with the corresponding commitments for these service deliveries are described in advance in a contract document.
Service Level Agreements ( – SLA ) are the document(s) that formalize(s) the negotiated terms and conditions for the supply and delivery of services to which the supplier commits.
The standard gives us the following definition of an SLA:
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Service supply process
Relationship management process
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