Service level requirement
Encyclopedia
In the IT field, a Service Level Requirement (SLR) is a broad statement from a customer
to a service provider
describing their service expectations. It includes the requirements of the customer from the service provider. A service provider then prepares the service level agreement
(SLA) based on the requirements from the customer. For example: A customer may require a server
be operational (uptime
) for 99.95% of the year excluding maintenance.
SLRs are part of the Service Level Management stage of Service Design
within the IT field. The organization of these concepts is spelled out in the Information Technology Infrastructure Library
(ITIL); a method of standardizing the practices of IT services and design.
Customer
A customer is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services...
to a service provider
Service provider
A service provider is an entity that provides services to other entities. Usually, this refers to a business that provides subscription or web service to other businesses or individuals. Examples of these services include Internet access, Mobile phone operators, and web application hosting...
describing their service expectations. It includes the requirements of the customer from the service provider. A service provider then prepares the service level agreement
Service Level Agreement
A service-level agreement is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time or performance...
(SLA) based on the requirements from the customer. For example: A customer may require a server
Server (computing)
In the context of client-server architecture, a server is a computer program running to serve the requests of other programs, the "clients". Thus, the "server" performs some computational task on behalf of "clients"...
be operational (uptime
Uptime
Uptime is a measure of the time a machine has been up without any downtime.It is often used as a measure of computer operating system reliability or stability, in that this time represents the time a computer can be left unattended without crashing, or needing to be rebooted for administrative or...
) for 99.95% of the year excluding maintenance.
SLRs are part of the Service Level Management stage of Service Design
Service design
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers....
within the IT field. The organization of these concepts is spelled out in the Information Technology Infrastructure Library
Information Technology Infrastructure Library
The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...
(ITIL); a method of standardizing the practices of IT services and design.