szolgáltatásszintirányítás
Szolgáltatásszintirányítás, often abbreviated as SLA management, is a crucial process in ensuring that the level of service provided by a vendor or internal IT department meets the agreed-upon standards. It involves defining, monitoring, and managing service level agreements (SLAs) to guarantee customer satisfaction and operational efficiency. The core of SLA management lies in the clear articulation of service expectations. This includes identifying key performance indicators (KPIs) such as uptime, response times, resolution times, and availability. Once defined, these metrics are formally documented in the SLA.
The management aspect involves continuous tracking of these KPIs. This requires robust monitoring tools and regular