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Service level agreement tutorial

Over the past month, I’ve been working on putting together podcast tips with some of our experts. Pierre Dorion, certified business continuity professional for Mainland Information Systems Inc., recently contributed a podcast called “Outsourcing backup: Get the right service level agreement”.

In this tip, Pierre discusses the questions that can help you ensure that a service level agreement (SLA) meets your requirements when outsourcing backup, such as:

  • What are your data recovery needs?
  • How fast can your data be restored?
  • What are the contractual obligations of the SLA?
  • Does your service provider have a solid disaster recovery plan in place?

Pierre also offers practical advice on making sure these questions get addressed. Check it out below.

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Elsewhere on the Web, check out www.sla-zone.co.uk. It’s got a bunch of useful SLA information, broken down into topics such as services, performance, problem management, customer requirements, termination, and so on. Also, www.itil-itsm-world.com has a series of documents that are used to help build a framework for service management, including information on service level agreements and IT outsourcing.

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