For example, an IT service provider and an IT customer. The SLA should include elements in two areas: services and management. A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both the services needed and the expected level of service. The agreement varies between suppliers, services and sectors of activity. The aim should be to fairly integrate best practices and requirements that preserve the service and avoid additional costs. This is a service level agreement (SLA) between [customer] and [service provider]. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY. To develop a well-organized service level agreement, there are six key elements that should be mentioned in this excellent presentation: Service Level Management or SLM is defined as “responsible that all of its service management processes, operational level agreements, and underlying contracts are tailored to the agreed service level objectives. SLM monitors and reports on service levels and conducts regular customer assessments. This orientation – which we call “smarketing” – is largely the result of a deliberate decision to cooperate, set goals and conclude agreements between the two teams.