COBIT: BAI10 - Service level agreement (SLA) Policy Template

by Abhilash Kempwad


COBIT BAI10, also known as the Service Level Agreement (SLA) Policy, plays a critical role in ensuring the effective management of IT services within an organization. SLAs are formal agreements between an IT service provider and their customers that define the level of service that is expected, including metrics for measuring performance and consequences for failing to meet the agreed-upon standards.

COBIT BAI10 - Service level agreement (SLA) Policy Template

Importance Of A Service Level Agreement (SLA) Policy

An SLA is a contract between a service provider and a customer that outlines the level of service to be provided, as well as the responsibilities of both parties. It serves as a roadmap for ensuring that services are delivered efficiently and effectively and helps to establish clear expectations and accountability.

The importance of having a robust SLA policy within the COBIT BAI10 framework cannot be overstated. It helps to define the scope of services to be provided, including performance metrics, availability, and response times. This ensures that both the service provider and the customer are on the same page regarding what is expected and helps to prevent misunderstandings or disputes down the line.

Additionally, an SLA policy can help to drive continuous improvement in service delivery. By monitoring and measuring key performance indicators outlined in the SLA, organizations can identify areas for improvement and take proactive steps to enhance the quality of their services. This not only benefits the customer by ensuring consistent and high-quality service delivery but also helps the organization streamline its operations and increase efficiency.

Key Components Of An SLA Policy Template

Here are the key components that should be included in the template:

1. Service Scope: Define the scope of services to be provided, including the specific services, tasks, and responsibilities of both the service provider and the customer.

2. Service Level Objectives (SLOs): Clearly outline the service level objectives, including performance metrics, response times, and availability targets that must be met by the service provider.

3. Service Level Agreements (SLAs): Specify the specific SLAs that will be put in place, detailing the expected level of service delivery, including uptime, data recovery times, and incident resolution processes.

4. Service Level Management: Define the roles and responsibilities of the service level management team, including the process for reviewing and updating SLAs, monitoring performance, and resolving disputes.

5. Reporting And Monitoring: Establish reporting and monitoring mechanisms to track and measure service performance against agreed-upon SLAs, including regular reporting intervals and escalation procedures for SLA breaches.

6. Risk Management: Identify potential risks and mitigation strategies to ensure that service levels are maintained and any disruptions are quickly addressed.

7. Compliance And Governance: Ensure that the SLA policy template aligns with all relevant regulatory requirements, industry standards, and internal governance frameworks.

8. Review And Continuous Improvement: Establish a process for regular review and assessment of the SLA policy template to identify areas for improvement and ensure that it remains relevant and effective.

IT Governance Framework

Implementation And Monitoring Of The SLA Policy

Here are some key points to consider when implementing and monitoring the SLA policy according to COBIT BAI10:

1. Establish Clear Objectives: Before implementing an SLA policy, it is important to define clear objectives and goals that align with the organization's overall strategy. These objectives should be specific, measurable, achievable, relevant, and time-bound (SMART).

2. Define Key Performance Indicators (KPIs): KPIs are essential metrics that will help in monitoring the performance and effectiveness of the SLA policy. These KPIs should be aligned with the objectives of the SLA and should be regularly reviewed and updated as needed.

3. Develop SLA Documentation: Proper documentation of the SLA policy is essential to ensure that all parties involved are clear on the terms and expectations. This documentation should outline the services provided, performance metrics, responsibilities of both parties and consequences for not meeting the agreed-upon standards.

4. Implement Monitoring Tools And Processes: Utilize monitoring tools and processes to track the performance of the services against the SLA metrics. Regular monitoring will help identify any deviations from the agreed-upon standards and allow for prompt corrective actions to be taken.

5. Establish Communication Channels: Effective communication is key in ensuring that all parties are informed about the status of the SLA performance. Regular communication with stakeholders will help in building trust and transparency in the SLA process.

6. Conduct Regular Reviews And Audits: Periodic reviews and audits of the SLA policy are essential to gauge its effectiveness and identify areas for improvement. These reviews should involve all relevant stakeholders and should be used as a basis for continuous improvement.

7. Ensure Compliance: Compliance with the SLA policy is essential to maintain the trust and credibility of the IT service provider. Any deviations from the agreed-upon standards should be addressed promptly to avoid negative impacts on the organization.

COBIT BAI10 - Service level agreement (SLA) Policy Template

Benefits Of Having A Well-Defined SLA Policy

Here are some key benefits of having a well-defined SLA policy:

1. Service Level Expectations: A well-defined SLA policy outlines the service level expectations that the organization expects from its IT service providers. This helps in setting clear guidelines and expectations for both parties, ensuring that the services provided meet the required standards and are delivered in a timely manner.

2. Improved Communication: Having a well-defined SLA policy fosters better communication between the organization and its IT service providers. It establishes a common understanding of the services to be delivered, the responsibilities of each party, and the measures for resolving any issues or discrepancies that may arise during service delivery.

3. Performance Monitoring: An SLA policy defines key performance indicators (KPIs) and metrics that are used to monitor the performance of IT services. By setting measurable targets and monitoring performance against these targets, organizations can assess the effectiveness of their IT services and identify areas for improvement.

4. Accountability: A well-defined SLA policy helps in establishing accountability for the delivery of IT services. It outlines the roles and responsibilities of each party involved in service delivery, making it clear who is responsible for what and ensuring that all parties are held accountable for meeting their commitments.

5. Risk Mitigation: By clearly defining the terms and conditions of service delivery, an SLA policy helps in mitigating risks associated with IT service provision. It reduces the chances of misunderstandings or disputes between the organization and its IT service providers, thereby minimizing the potential impact of service disruptions on the business operations.


In conclusion, having a well-defined Service Level Agreement (SLA) policy is crucial for ensuring that IT services align with business objectives and meet stakeholders' expectations. The COBIT BAI10 - SLA Policy Template provides a comprehensive framework for developing and implementing SLAs effectively. By utilizing this template, organizations can streamline their processes, improve service quality, and enhance overall performance.

IT Governance Framework