CIPS Exam L4M3 Topic 10 Question 57 Discussion

If a service level agreement is used as a schedule to a contract, it will generally have the following contents:

- Service definitions. If the service information is provided by the specification, SLA should only refer to the specification to avoid any inconsistencies.

- Details on how to measure KPIs, who will measure KPIs

- Minimum requirements or targets

- Remedies if the minimum requirements are not met

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Since SLA often lists out the KPI targets, consequences for not meeting the KPI targets and remedies to situation of poor performance, it is a part of performance management.

LO 2, AC 2.2