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Definition: (ITIL Service Operation) A formal request. from a user for something to be provided â. for example, a request for information or. advice; to reset a password; or to install a. workstation for a new user.
ITIL defines SLA in the scope of the Service Level Management process, and ISO 20000 defines SLA as a mandatory requirement as one of the Service Delivery processes. This is an agreement between you (a service provider) and another part of the same organization.