# ISO 20000 Service Level Management > Create and manage service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts for ISO/IEC 20000-1:2011 Clause 6.1. Defines service targets, measurement methods, reporting frequency, and SLA review processes. Validates the SLA register for completeness and service catalog alignment. Tags: ISO 20000, SMS, SLA, Service Level Management, IT Service Management ## Example Prompts - Define SLAs for all services in our service catalog - Create an SLA framework with targets for availability and response time - Draft OLAs for internal teams that support our customer SLAs - Validate our SLA register has measurable targets and review frequency URL: https://rakenne.app/skills/iso20000-service-level-management/index.md Try this skill: https://rakenne.app/a/?skill=iso20000-service-level-management ## Overview Define and manage service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts per Clause 6.1 of ISO/IEC 20000-1:2011. This skill produces the SLA framework, reusable SLA templates, and a structured SLA register that links each service to measurable targets, measurement methods, and review cycles. Service level management is the backbone of the ISO 20000 SMS -- it formalizes the commitments you make to customers and the internal and supplier agreements that support them. Without well-defined SLAs, other SMS processes (reporting, continuity, capacity) lack the targets they need to operate. This skill ensures every agreement is documented, measurable, and reviewable. For a step-by-step walkthrough, see the [**ISO 20000 SMS workspace tutorial**](/learn/tutorials/iso20000-sms-workspace-guide/). ### What It Covers - **SLA framework** -- governance approach, review cadence, and escalation procedures - **Service level targets** -- availability, response time, resolution time, and throughput per service - **Measurement methods** -- how each target is tracked (monitoring platforms, ticket systems, manual) - **OLAs for internal teams** -- internal agreements that support customer-facing SLAs with tighter targets - **Underpinning contracts** -- third-party supplier agreements mapped to the SLAs they support - **SLA register** -- structured JSON register linking services, targets, owners, and review frequency ## Example Conversation > **You:** We need to define SLAs for our IT services. We have a service catalog with five services and want to start with availability and incident response targets. > > **Agent:** I'll help you build the SLA framework and register. I found your service catalog with 5 services. Let me walk through the key questions: > > 1. What are your general availability expectations? (e.g., 99.5% during business hours, 99.9% 24/7) > 2. How do you classify incident priority today? (P1-P4 is common) > 3. Do you already have monitoring tools that can measure uptime and response times? > > **You:** We aim for 99.5% availability during business hours (8-18 Mon-Fri) for most services. Email and ERP are 99.9% 24/7. We use P1 through P4 priorities. We have Zabbix for infrastructure monitoring and ServiceNow for tickets. > > **Agent:** Good. Let me propose targets for each service based on your catalog: > > | Service | Availability | P1 Response | P1 Resolution | P2 Response | P2 Resolution | > |---------|:-----------:|:-----------:|:------------:|:-----------:|:------------:| > | Email Service | 99.9% (24/7) | 15 min | 2 hours | 30 min | 8 hours | > | ERP System | 99.9% (24/7) | 15 min | 4 hours | 30 min | 8 hours | > | File Storage | 99.5% (BH) | 30 min | 4 hours | 1 hour | 1 business day | > | Intranet Portal | 99.5% (BH) | 30 min | 4 hours | 1 hour | 1 business day | > | VPN Service | 99.5% (BH) | 15 min | 2 hours | 30 min | 8 hours | > > Do these targets reflect your business expectations? I can adjust any service before building the register. > > **You:** ERP resolution for P1 should be 2 hours, not 4 -- it's our most critical system. Everything else looks right. > > **Agent:** Updated. Now I need to set up OLAs for internal teams that support these SLAs. Which internal teams directly support service delivery? > > **You:** Network team, database team, and our application support team. > > **Agent:** I'll draft OLAs for each internal team with targets tighter than the customer SLAs they support. For example, if the Email SLA has a 2-hour P1 resolution, the network team OLA for email infrastructure will be 1 hour to allow time for coordination. Let me also check your supplier contracts -- do you have underpinning contracts with your email platform provider and ERP vendor? > > **You:** Yes, both have support contracts. Email provider guarantees 99.95% uptime and 1-hour P1 response. ERP vendor guarantees 99.9% and 30-minute P1 response. > > **Agent:** Both supplier contracts exceed your SLA commitments, so no gaps. I've built the SLA register with all 5 services. Let me run the `sla_register_validator`... > > **Result:** PASS -- 5 SLAs validated. All have service mappings, measurable targets with measurement methods, and review frequency defined. ## Sample Output Excerpt The skill produces a structured JSON SLA register. Here is a representative excerpt showing two services with their targets and review configuration. --- ```json { "slas": [ { "sla_id": "SLA-001", "service_id": "SVC-001", "service_name": "Email Service", "customer": "All Business Units", "targets": [ { "metric": "availability", "target": "99.9%", "service_hours": "24/7", "measurement_method": "Zabbix uptime monitoring", "reporting_frequency": "monthly" }, { "metric": "incident_response_p1", "target": "15 minutes", "measurement_method": "ServiceNow ticket timestamps", "reporting_frequency": "monthly" }, { "metric": "incident_resolution_p1", "target": "2 hours", "measurement_method": "ServiceNow ticket timestamps", "reporting_frequency": "monthly" } ], "ola_references": ["OLA-NET-001", "OLA-APP-001"], "underpinning_contracts": ["UC-EMAIL-001"], "review_frequency": "quarterly", "owner": "Service Level Manager", "status": "active" }, { "sla_id": "SLA-002", "service_id": "SVC-002", "service_name": "ERP System", "customer": "Finance, Operations", "targets": [ { "metric": "availability", "target": "99.9%", "service_hours": "24/7", "measurement_method": "Zabbix uptime monitoring", "reporting_frequency": "monthly" }, { "metric": "incident_resolution_p1", "target": "2 hours", "measurement_method": "ServiceNow ticket timestamps", "reporting_frequency": "monthly" } ], "ola_references": ["OLA-DB-001", "OLA-APP-002"], "underpinning_contracts": ["UC-ERP-001"], "review_frequency": "quarterly", "owner": "Service Level Manager", "status": "active" } ] } ``` ## Extension Tools ### `sla_register_validator` Validates `sla-register.json` against ISO/IEC 20000-1:2011 Clause 6.1 requirements: | Check | What It Does | |-------|-------------| | **Service mapping** | Every SLA entry must have a `service_id` linking to the service catalog | | **Measurable targets** | Each SLA must include at least one target with a numeric or percentage value | | **Measurement method** | Every target must specify how it is measured (monitoring tool, ticket system, etc.) | | **Review frequency** | Each SLA must define a review cycle (monthly, quarterly, annually) | | **Owner** | Flags SLA entries missing an assigned owner | ## Getting Started Start by activating the *ISO 20000 Service Level Management* skill. The agent will look for an existing service catalog and organization profile in your workspace, then walk you through defining targets for each service. Have this information ready: - Your service catalog (or a list of services you deliver) - Availability expectations per service (uptime percentage and service hours) - Incident priority scheme and expected response/resolution times - Internal teams that support service delivery (for OLAs) - Key supplier contracts and their service level commitments - Monitoring tools and ticketing systems used to measure performance The completed SLA register feeds directly into the service reporting and service continuity skills, so establishing clear targets here makes downstream activities significantly easier. --- Back to [Skill Library](https://rakenne.app/skills/index.md)