Service Level Agreement

A Service Level Agreement (short: SLA) is a binding agreement between a managed service provider and its customer. In these Service Level Agreements, the framework and conditions for the implementation of services are set. In general, they include agreements regarding the availability, quality, type and scope of services. In the event not all of the agreed upon points from the providers are fulfilled, the customer may also demand to pay only part of the invoice.

Why this is interesting for a Chief Digital Officer (CDO)?
IT operations, whether cloud or other technologies, must be managed. This is where IT Service Management has established itself. However, it is primarily a topic for CIOs, i.e. classic IT. Sometimes, however, responsibility is also transferred to the Chief Digital Officer (CDO). Or at the very least, a CDO should at least know the topic.
See also (glossary IT Service Management (ITSM)):

• IT Service Management (ITSM)
• Service Level Objective (SLO)
• Total Cost of Ownership (TCO)

External links:

• IT business: What are Service Level Agreements (SLAs)? 
• ITWissen.info: SLA (Service Level Agreement)

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