Acrónimos: SLA, ANS (es), CES (fr)

Siglas de Service Level Agreement. Claúsulas en un contrato de outsourcing en el que se especifican las características mínimas de un servicio que deben cumplirse.

http://www.inteco.es/glossary/Formacion/Glosario/

Defines the specific responsibilities of the service provider and sets the customer expectations. [CNSSI_4009:2010]

(Diseño del Servicio) (Mejora Continua del Servicio) Acuerdo entre un Proveedor de Servicio de TI y un Cliente. El SLA describe el Servicio de TI, documenta los Objetivos de Nivel de Servicio y especifica las responsabilidades del Proveedor de Servicio de TI y del Cliente. Un único SLA puede curbir varios Servicios de TI o varios Clientes. Ver Acuerdo de Nivel Operacional. [ITIL:2007]

Acuerdo por escrito entre un proveedor de servicios y los usuarios del cliente, el cual documenta los niveles de servicio acordados para un servicio prestado. [COBIT:2006]

An agreement, preferably documented, between a service provider and the customer(s)/user(s) that defines minimum performance targets for a service and how they will be measured

ISACA, Cybersecurity Glossary, 2014

(Service Design) (Continual Service Improvement) An Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers. See Operational Level Agreement. [ITIL:2007]

Written agreement between a service provider and the customer(s)/user(s) that documents agreed service levels for a service. [COBIT:2006]

A service-level agreement (SLA) is a contract between a network service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers (ISP)s provide their customers with an SLA. More recently, IS departments in major enterprises have adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers. Some metrics that SLAs may specify include:

·         What percentage of the time services will be available

·         The number of users that can be served simultaneously

·         Specific performance benchmarks to which actual performance will be periodically compared

·         The schedule for notification in advance of network changes that may affect users

·         Help desk response time for various classes of problems

·         Dial-in access availability

·         Usage statistics that will be provided.

http://searchsoftwarequality.techtarget.com/glossary/

(Conception de services) (Amélioration continuelle du service) Un accord entre un fournisseur de service des TI et un client. Le SLA décrit le service des TI, documente les cibles de niveau de service et spécifie les responsabilités du fournisseur de service des TI et du client. Un seul SLA peut couvrir plusieurs services des TI ou plusieurs clients. Voir Accord sur les niveaux opérationnels (OLA). [ITIL:2007]

Systèmes de mesure de la qualité de service. Le fournisseur du service informatique s´engage, par contrat, sur une disponibilité de l´outil vis-à-vis des utilisateurs.