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Underpinning Agreement Itil

Underpinning Agreement in ITIL: What You Need to Know

In the world of IT Service Management, ITIL (Information Technology Infrastructure Library) has become the standard practice framework. It provides guidelines on how to align IT services with business needs, and one of its key components is called the Underpinning Agreement (UA).

In this article, we will explore what an Underpinning Agreement is, its purpose, and why it is important for businesses.

What is an Underpinning Agreement?

An Underpinning Agreement (UA) is a formal agreement between a service provider and external suppliers or partners that outlines the support and maintenance required to deliver a service. It defines the expectations, responsibilities, processes, and procedures that will be followed by the parties involved in order to guarantee the quality of the service.

The UA is typically included as part of a Service Level Agreement (SLA), which is a contract that defines the level of service that a service provider will deliver to its customers. The UA is important in that it provides the necessary support and maintenance for the service provider to meet its SLA commitments.

Purpose of an Underpinning Agreement

The main purpose of an Underpinning Agreement is to ensure that the necessary support and maintenance for a service can be provided by external suppliers or partners. It establishes a clear understanding of the roles, responsibilities, and processes that must be followed to ensure the service is delivered efficiently and effectively.

The UA provides a framework for managing external suppliers or partners, ensuring that they are held accountable for the quality of their support and maintenance services. It also helps to minimize risks associated with service delivery, such as downtime, security breaches, and data loss.

Why is an Underpinning Agreement Important?

An Underpinning Agreement is important because it helps to ensure the success of a service by providing the necessary support and maintenance to meet SLA commitments. It also establishes a clear understanding between the service provider and external suppliers or partners, resulting in better collaboration and communication.

The UA also helps to manage risks associated with service delivery, which is critical in today`s business environment. It provides a framework for tracking and reporting on support and maintenance activities, ensuring that issues are resolved in a timely manner.

In conclusion, the Underpinning Agreement is a critical component of the ITIL framework that should not be overlooked. It helps to ensure the success of a service by providing the necessary support and maintenance to meet SLA commitments. It establishes a clear understanding between the service provider and external suppliers or partners, results in better collaboration and communication, and helps to manage risks associated with service delivery.

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