Factsheet - Service Level Agreements

Factsheet

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Author

IIA-Australia

Date

2024

Topics Explored

Governance

Format

Factsheet

Extract/Description

Service level agreements can be used for almost any service provided by a service provider to a client. They are commonly used for technology services provided to clients. The idea is to put in place an agreement for the services to be provided by a service provider to a client.

Key Points

1. A service level agreement can be defined as an agreement between a service provider and a client setting the service and associated service standards the service provider will deliver to the client and the conditions around that delivery.

2. A service level agreement should work smoothly for the mutual benefit of both parties – the client and the service provider.

Relevant Industries

All

Level of Assumed Knowledge

Intermediate

Aligned to Global Internal Audit Standards

Not Applicable