| 8 Operation of the service management system 服务管理体系的运行/8.3 Relationship and agreement 关系和协议/8.3.3 Service level management 服务级别管理 |
The organization and the customer shall agree the services to be delivered. 组织和顾客应约定交付的服务。 For each service delivered, the organization shall establish one or more SLAs based on the documented service requirements. The SLA(s) shall include service level targets, workload limits and exceptions. 对于每项交付的服务，组织应基于文件化的服务要求建立一个或多个服务级别协议（SLAs）。服务级别协议（SLAs）应包括服务级别指标，工作负载范围和排除条款。 At planned intervals, the organization shall monitor, review and report on: 组织应按策划的时间间隔对以下事项进行监视，评审和报告： a) performance against service level targets; a) 服务级别指标绩效情况； b) actual and periodic changes in workload compared to workload limits in the SLA(s). b) 工作负载真实情况和周期变化情况，与服务级别协议（SLAs）中工作负载范围对比的情况。 Where service level targets are not met, the organization shall identify opportunities for improvement. 如果服务级别指标未达成，组织应识别改进机遇。 NOTE Agreement of the services to be delivered between the organization and its customers can take many forms such as a documented agreement, minutes of verbal agreement in a meeting, agreement indicated by email or agreement to terms of service. 注，组织与其顾客之间的交付服务的协议可以采取多种形式，如文件化的协议，会议中的口头协议的备忘录，电子邮件表示的协议或服务条款形式的协议。 |
【标准理解】
（1）组织应确定顾客的服务和服务级别。
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