DS1.3:

DS 1.3 Service Level Agreements

Control Objective:

Define and agree to service level agreements for all critical IT services based on customer requirements and IT capabilities. This covers customer commitments, service support requirements, quantitative and qualitative metrics for measuring the service signed off on by the stakeholders, funding and commercial arrangements if applicable, and roles and responsibilities, including oversight of the SLA. Items to consider are availability, reliability, performance, and capacity for growth, levels of support, continuity planning, and security and demand constraints.

Applicability:

Sarbanes-Oxley

HIPAA

GLBA

PCI

FISMA

NIST SP 800-66

Ditscap

Control Exception

User Defined

Risk Association Control Activities:

Implementation Guide:

Process Narrative
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Process Illustration
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Control Commentary
Insert a description of the control that is applicable to the existing control statement this commentary refers to.

Control Exception Commentary
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Evidence Archive Location
Insert Evidence Description Here.

Control Status and Auditors Commentary
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Remediation Plan
Insert remediation plan, applicability, or any information that indicates what needs to be done.

Supplemental Information:
ITIL Service Delivery, Service Level Management

ITIL 4.6 SLA contents and key targets

Implementation guidance
Insert guidance in this section if it helps to elaborate upon the subject matter. Examples of evidence that would help guide the end user is desirable.