Service Level Agreement

Service Level Agreement / Service Level Management / IT Service Level Management / Service Level Reporting / SLA Monitoring /  SLA-Management

Using a service level agreement (SLA), service providers and their customers define the level and quality of services to be provided. The agreement specifies performance and measurement to prevent later disputes.

Service Level Management and ITIL

Service level agreements are a key element of the service level management (SLM) for quality optimization. In this context, it is also an essential element of the IT Infrastructure Library (ITIL).

SLA for performance and capacity management

More and more companies are deciding to make their IT performance and capacity management measurable and verifiable through SLAs between IT and business units. Monitoring response time and application availability provides an important performance document for the IT department: Are standards agreed upon being maintained, what is the quality of service?

If IT services are outsourced, are the SLAs between client and external service provider standard and an essential basis for accounting?

Wikipedia provides a good overview of application areas and possible SLA contents under „service level agreement“.

Active and passive  SLA monitoring

Special software solutions are used to monitor SLA compliance – also called end-to-end monitoring (E2E monitoring). A distinction is usually made between acitve and passive monitoring.

The CitraTest APM® software solutions provided by Intelligent Solutions are especially suitable for reliable active and passive monitoring. CitraTest APM® can be used to monitor SLAs for applications in all environments:

  • Citrix
  • GoToMeeting
  • GoToMyPC
  • Java
  • Lotus domino
  • Microsoft .net
  • Microsoft DirectX
  • Microsoft Virtual PC
  • Microsoft Visual FoxPro
  • Microsoft Windows 8
  • Microsoft Windows Media 9 Series
  • Microsoft Windows Server2003
  • Microsoft Windows Terminal Services
  • Microsoft Windows Vista
  • Microsoft Windows XP
  • Microsoft Windows2000
  • Microsoft Windows98
  • NetObjects Fusion
  • Oracle / PeopleSoft
  • Oracle / Siebel
  • Progress
  • propalms
  • SAP
  • Softricity
  • vmware
  • WebSphere


Monitoring service level agreements using CitraTest APM® can be done independently of the Web browser:

  • Google Chrome
  • Internet Explorer
  • Firefox
  • Safari
  • Opera
  • and others