This is the Service Level management module.
Which of the following items should be included in service level agreements?

  • threats of physical violance to users exceeding agreed levels of service

  • complicated algorithms that explain how 'availability' is calculated

  • penalty clauses so that the user community can punish us for yet again failing miserably to meet their service level requirements

  • ABC worst practice example

Not ITIL Answers
Although threats of physical violance are a good way of bringing users under control it is not a good idea to put these threats on paper.
Not ITIL Answers
Indeed. Include complicated sets of mathematical equasions and symbols between multiple types of different brackets that are impossible to understand by anyone other than a quantum physisist and that cannot be verified or argued against. Whenever users complain about poor availability we simply refer them to the agreed algorithms.

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