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Service Agreements Management – APO09 (COBIT2019)

Managed Service Agreements

Align I&T-enabled products and services and service levels with enterprise needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of I&T products and services, service levels and performance indicators.


Ensure that I&T products, services and service levels meet current and future enterprise needs.

Management Practices

APO09.01 Identify I&T services.

Analyse business requirements and the degree to which I&T-enabled services and service levels support business processes. Discuss and agree with the business on potential services and service levels. Compare potential service levels against the current service portfolio; identify new or changed services or service level options.

APO09.02 Catalog I&T-enabled services.

Define and maintain one or more service catalogues for relevant target groups. Publish and maintain live I&T enabled services in the service catalogs.

APO09.03 Define and prepare service agreements.

Define and prepare service agreements based on options in the service catalogues. Include internal operational agreements.

APO09.04 Monitor and report service levels.

Monitor service levels, report on achievements and identify trends. Provide the appropriate management information to aid performance management.

APO09.05 Review service agreements and contracts.

Conduct periodic reviews of the service agreements and revise when needed.


Service level management SLMO

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.


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