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Sample Service Map for SLA

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To draft the desktop SLA's its important you build a service map to identify the service componenets and dependencies. A service map represents a service from the perspective of the business and user. It is divided into the following sections: 

· Customers. Who are the customers and how are they categorized?

· Hardware. What hardware platforms are necessary to deliver the service?

· Applications. What operating system(s) and other applications are required for the service?

· Settings. What are the discrete types of configuration settings that are needed for the service to function?

· Internal/external services. What components is the desktop service dependent on that are needed to ensure availability?