# Service Catalog & Service Level Agreement

> ISO/IEC 20000-1:2018 (ITSM/SMS) – the service catalog is the public
> face of the SMS; each entry links to an SLA with measurable targets
> and a service report proving performance.

| Field | Value |
|-------|-------|
| Document ID | DOC-SMS-010 |
| Service owner | @name |
| Review | Annual |

## 1. Service catalog entries

| Service ID | Service | Description | Users | Owner | SLA ref | Status |
|------------|---------|-------------|-------|-------|---------|--------|
| SVC-01 | Email & collab | M365/tenant | all staff | @name | SLA-01 | Live |
| SVC-02 | Business app | ERP access | dept | @name | SLA-02 | Live |
| SVC-03 | Service desk | incident/request | all | @name | SLA-03 | Live |

## 2. SLA template (per service)

| Field | Value |
|-------|-------|
| Service | SVC-NN |
| Customer | department/external |
| Service hours | e.g., 24x7 or business hours |
| Support hours | when support is staffed |

### Service level targets

| Metric | Target | Measurement |
|--------|--------|-------------|
| Availability | 99.9% monthly | monitoring |
| Incident P1 response | 15 min | ticketing |
| Incident P1 restore | 4 hours | ticketing |
| Request fulfillment | 3 business days | ticketing |

### Responsibilities

- Provider: maintain service, report monthly
- Customer: use per AUP, report issues via channel

## 3. Service report (monthly evidence)

| Month | Availability | P1 response met | P1 restore met | Requests met | Breaches |
|-------|--------------|-----------------|----------------|--------------|----------|
| YYYY-MM | % | N/N | N/N | N/N | list |

## 4. Continual improvement

- Breach analysis → CAPA
- Service review meetings – agenda, decisions, actions