writing down a Service Level Agreement (SLA) for the wealth managers of the bank.

The SLA has to cover all IT services delivered to this kind of users and has to take into account (at least) the following aspects:

– Availability of electronic mail service and other “standard” services
– Availability of business applications-related services
– All other features related to the service levels
Management of change requests
Availability and reactiveness of the Service Desk

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