Gartner Research

Toolkit: Negotiating Effective SLAs for IT Infrastructure, Applications, IaaS and Business

Published: 26 February 2014

ID: G00259861

Analyst(s): David Ackerman , William Maurer


This unique accumulation of service levels allows sourcing managers to compare and negotiate reasonable levels of service to meet the needs of both IT and business. Review and compare your SLAs with this Toolkit that reflects common service levels in the market.

Table Of Contents

When to Use

How to Use

  • Effective Use of Service Levels
    • Effective Service Levels Can Provide Many Benefits
    • Service Levels Should Guide Performance in Three Key Areas
    • Use These Key Service-Level Attributes and Tenets
  • Make SLAs Effective by Using Penalties and Incentives

Downloadable Attachments

Directions for Use

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.