Include Operational Level Agreements within Service Level Agreements, as necessary.

CONTROL ID
13631

CONTROL TYPE
Establish/Maintain Documentation

CLASSIFICATION
Preventive

This Control directly supports the implied Control(s):

Establish, implement, and maintain a Service Level Agreement framework., CC ID: 00839

There are no implementation support Controls.

Define a framework that provides a formalised service level management process between the customer and service provider. The framework should maintain continuous alignment with business requirements and priorities and facilitate common understanding between the customer and provider(s). The framewo… (DS1.1 Service Level Management Framework, CobiT, Version 4.1)