Figure SO.39 - Associating Service Level Specifications with Products and Services

Customer Service Level Agreements are expressed in terms that a Customer can understand. These Service Level Agreements are defined in terms of Service Level Specifications related to ProductOfferings and ProductSpecifications.  ProductSpecifications are used in order to define a set of characteristics that the set of Service Level Specification will cover.<br/>Internal Service Level Agreements are usually defined in terms of resource-facing Service Level Specifications, which are typically too technical to be of interest to a customer. Supplier/partner Service Level Agreements can be expressed in terms of either customer-facing or resource-facing Service Level Specifications. The Figure below shows a Service Level Specification’s relationships to Products, Services, and their associated Specifications.<br/>