SLA como garantía de mejoramiento a la gestión de servicios de TI

Abstract

The emergence of new technologies in the last decade, have led organizations to be strongly dependent on IT systems. The adoption and integration of IT systems, the exploitation and support in the operation of IT services, have become increasingly important. The operation and operation of IT is known as Service Management and covers activities such as performance and availability support, end-user support, help desk, training and technical operation. One of the aspects in the Service Management that is taking important relevance is the concept of Service Level Agreement or SLA. The purpose of an SLA has changed in recent years and went from being a financial contract to an instrument for managing customer expectations and is based on the definition of services, the specification of service level agreements and the design and implementation of service processes. This document presents the underlying concepts for the identification and specification of service level agreements as a guarantee of improvement in IT service management.