What is SLA in ITSM?

A Service Level Agreement (SLA) in IT Service Management (ITSM) is a documented contract between an IT service provider and a customer (which can be internal or external) that clearly defines the expected level of service, including the scope, quality, and timeliness of service delivery.

An SLA in ITSM is a critical agreement that defines, measures, and enforces the quality and reliability of IT services, ensuring alignment between IT capabilities and business needs while fostering transparency, accountability, and trust.