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Explains what a service level agreement (SLA) is and describes the benefits of an SLA both as a catalyst to service management and to delivering appropriate, cost‐effective service quality. Examines the application of SLAs in a wide variety of service areas and establishes their importance to market testing and benchmarking. Describes the content of an SLA and outlines the steps to successful implementation. Identifies service quality measurement, using effective quality metrics, and credible service quality monitoring as key factors for success – identifies the pitfalls, too.
Andrew Hiles (Fri,) studied this question.