Any service which has been formally documented in a Service Level Agreement (SLA) should be delivered accordingly. SLAs apply to any service delivered or received by the organization. The SLA needs to be managed through its life cycle by an appropriate service level management process which reviews and updates the SLA and related policies and procedures accordingly.
Service delivery process
Services delivered by the organization should be under full management control. Any service delivered should include request fulfilment, incident, problem, change, release/deployment, complaint, configuration and escalation management policies and procedures. Details are provided in section 16 Data Center Operations.
