SLAtoteutus
SLAtoteutus is the process of planning, negotiating, implementing, and maintaining service level agreements (SLAs) between a service provider and customers or internal units. In Finnish IT practice it denotes the activities that ensure service commitments are defined, measurable and enforceable. The main purpose is to set clear expectations, enable monitoring, and support accountability for service delivery.
Key components include a service catalog and defined service levels for availability, performance and support. An
The SLAtoteutus lifecycle often follows: 1) gather requirements and stakeholders; 2) draft the SLA with measurable
Common metrics include system availability, throughput, response times, mean time to restore (MTTR), incident resolution time,
Tools such as monitoring platforms, service desks, and reporting dashboards support SLAtoteutus by automatically collecting data