Exam CGEIT Topic 1 Question 516 Discussion

Service level agreements (SLAs) are the most important consideration when developing a new IT service, because they define the expectations and obligations of both the service provider and the service consumer. SLAs specify the scope, quality, availability, performance, and security of the IT service, as well as the roles and responsibilities, escalation procedures, and penalties for non-compliance. SLAs help to ensure that the IT service meets the business needs and objectives of the service consumer, and that the service provider delivers the IT service in a consistent and reliable manner. SLAs also provide a basis for measuring and improving the IT service delivery and management processes. Reference:= CGEIT Review Manual, Chapter 3: Benefits Realization, Section 3.2: IT Value Delivery Processes, Subsection 3.2.1: IT Service Delivery, Page 93.