Service Level Agreement In Itil for the United Kingdom

Service Level Agreement In Itil Template for England and Wales

A Service Level Agreement (SLA) under ITIL framework is a formal document that defines the level of service expected between a service provider and their customer, specifically tailored to IT service management practices. Governed by the laws of England and Wales, this agreement sets out specific, measurable targets for service delivery, performance metrics, responsibilities, and remedies. It incorporates ITIL best practices for service management while ensuring compliance with UK legislation and regulatory requirements.

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What is a Service Level Agreement In Itil?

The Service Level Agreement In ITIL provides a structured framework for managing IT service delivery relationships between providers and customers. This document is essential when organizations need to establish clear, measurable service standards and accountability in IT service delivery. It combines ITIL best practices with legal requirements under English and Welsh law, covering service definitions, performance metrics, reporting requirements, and governance structures. The agreement is particularly relevant for organizations implementing ITIL frameworks and seeking to formalize their service management processes.

What sections should be included in a Service Level Agreement In Itil?

1. Parties: Identifies the service provider and customer involved in the SLA

2. Background: Explains context, purpose, and objectives of the Service Level Agreement

3. Definitions: Defines key terms, metrics, and concepts used throughout the agreement

4. Service Description: Detailed description of services to be provided, including scope and boundaries

5. Service Level Targets: Specific, measurable performance targets and service quality metrics

6. Monitoring and Reporting: Methods and frequency of service level measurement and reporting procedures

7. Resolution and Escalation: Process for handling service issues, incidents, and problem management

8. Term and Termination: Duration of the agreement and conditions for termination or modification

What sections are optional to include in a Service Level Agreement In Itil?

1. Disaster Recovery: Business continuity measures and recovery procedures for critical service disruptions

2. Security Requirements: Specific security measures, compliance requirements, and data protection protocols

3. Change Management: Procedures for implementing service changes and version control

4. Training Requirements: Staff training obligations and maintenance of service delivery capabilities

What schedules should be included in a Service Level Agreement In Itil?

1. Schedule 1 - Service Level Metrics: Detailed performance indicators, measurement methods, and calculation formulas

2. Schedule 2 - Pricing Schedule: Service costs, payment terms, and financial penalties for service level breaches

3. Schedule 3 - Technical Specifications: Detailed technical requirements, configurations, and service architecture

4. Schedule 4 - Contact Matrix: Key contacts, roles and responsibilities, and escalation paths

5. Schedule 5 - Service Hours: Operating hours, coverage details, and service availability windows

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

England and Wales

Publisher

Genie AI

Cost

Free to use
Relevant legal definitions
Clauses
Industries

Contracts (Rights of Third Parties) Act 1999: Primary legislation governing how third parties may enforce terms of a contract to which they are not a direct party. Essential for SLAs involving multiple service providers or beneficiaries.

Consumer Rights Act 2015: Fundamental legislation protecting consumer rights when purchasing goods and services. Relevant if the SLA involves delivery of services to consumers.

Supply of Goods and Services Act 1982: Key legislation governing contracts for the supply of services, including implied terms about quality and fitness for purpose.

Data Protection Act 2018 and UK GDPR: Legislation governing the processing and protection of personal data, crucial for SLAs involving data handling and storage.

Computer Misuse Act 1990: Legislation addressing unauthorized access to computer systems and data, relevant for IT service delivery and security requirements.

TUPE Regulations 2006: Transfer of Undertakings regulations protecting employees' rights when business activities transfer between providers, relevant if service delivery involves staff transfers.

Employment Rights Act 1996: Core employment legislation that may impact service delivery staff and their rights in the context of the SLA.

Network and Information Systems Regulations 2018: Regulations specifically addressing digital service providers and their security obligations.

Privacy and Electronic Communications Regulations: Specific regulations governing electronic communications and marketing, relevant for digital service delivery.

Financial Services and Markets Act 2000: Regulatory framework for financial services, crucial if the SLA involves financial service delivery or support.

ISO/IEC 20000: International standard for IT Service Management, providing framework guidelines for ITIL-based service delivery.

ISO 27001: Information security management standard, essential for defining security requirements in IT service delivery.

Common Law Contract Principles: Fundamental principles of contract law in England and Wales, including offer, acceptance, consideration, and intention to create legal relations.

Duty of Care: Common law principle requiring service providers to exercise reasonable care in service delivery.

International Data Transfer Regulations: Regulations governing the transfer of data across borders, particularly relevant for cloud services and international service delivery.

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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