Service Level Agreement Management Process
IT organizations that manage multiple service providers may want to enter into operational level agreements (AEOs) to explain how certain parties involved in the IT service delivery process interact with each other in order to maintain their performance. Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. However, it is recommended that the client and the outsourcing company collaborate during the negotiation of the SLA in order to eliminate misunderstandings about the process and method of support, as well as about the management and reporting methods. . . .