IT Services ManagementIl Service Level Agreement (SLA) is a document that accepts the connotation of a contract and whose objective is to define a number of restrictions related to the provision of services (quality of services offered, parameters for evaluating results, verification of results,…) and to determine the prices charged by the provider. This contract is therefore a tool to define and evaluate the requirements of your company with regard to the necessary IT services (Customer Service) and is therefore used by the provider that offers them (service provider). There is no doubt that the constantly changing needs of the SME sector in recent years have led to a change in methods and types of processes and, consequently, in IT services in companies. Each service provided by an IT structure must be evaluated according to its continuity, efficiency and effectiveness. One of the strengths on which the effectiveness and efficiency of IT services is based is the Answer Time, which is the first reference of the IT service provided by the customer, while being the most difficult to guarantee due to the possible changes resulting from the qualitative and quantitative change in the IT department. This can lead to customer dissatisfaction and, therefore, failure to use the services offered. In such a scenario, it is essential to have instruments that can continuously monitor the proposed service levels to verify that they meet the needs of end users and the objectives of the organization. Service Level Management (SLM) is the process by which IT departments are structured, negotiated, measured, managed and improved. It is therefore the right balance between supply and demand for IT services in a business environment that is constantly and sometimes too rapidly changing, both in the technology and business sectors. . . .