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
Insert a description of the process narration that is applicable to the existing control statement this narrative refers to.
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
Insert a description of the control exception that is applicable to the existing control statement this commentary refers to.
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.
