This release of the Service Level Agreement Management Handbook provides a full set of harmonized definitions of terms used in the field of SLA management, where there is a wide range of interpretations in use in the industry today.  Other objectives that have been addressed included support for modern, complex services, especially those that are not inherently networking services and those that are provided via a Value Chain of Service Providers.  It should be capable of supporting SLA lifecycles for any service or product.

The previous release of this handbook consisted of multiple volumes; this release consists of a single volume, and in so doing, meets a major objective of keeping the overall document to a manageable length. This handbook therefore provides a full set of definitions, updates on rules and methodology for the specification and development of SLAs, as well as useful tools such as matrices and checklists for use in SLA management.

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