When managing incidents, how is the term "SLA" defined?

The term "SLA" is defined as Service Level Agreement. In the context of IT Service Management (ITSM), an SLA is a formal agreement between a service provider and a client that outlines the expected level of service, including performance metrics, response times, and responsibilities of both parties. It serves as a benchmark for service delivery and helps manage customer expectations.

SLAs typically include specific details such as the availability of services, performance indicators, and penalties or remedies if service levels are not met. This ensures clarity and accountability in the service relationship, which is crucial for effective incident management. Understanding SLAs is essential for properly responding to and prioritizing incidents, aligning them with business needs, and ensuring that stakeholders are informed about service performance.

The other terms listed, while they may seem relevant, do not accurately represent the definition of SLA in ITSM. Service Level Assessment, Analysis, and Adjustment may relate to processes involved in managing service performance or evaluating SLAs, but they do not define what an SLA itself is.