Agreements between the provider and consumer of IT services exist within many organizations, yet in some they are unofficial, taken for granted, or unclear to one or both parties involved.
Review and preparation of SLAs is a primary activity of the Service Level Management SMF. Capacity management also helps define OLAs that result from service level requirements. IT must prioritize service alerts and countermeasures to prevent degradation of performance before it affects availability. Capacity management interacts closely with service level, availability, service continuity, and financial management staffs to decide on the cost-justified proactive measures required to improve the quality of service.
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