A Service Level Agreement (SLA) is a document that outlines the level of service that one department or business unit agrees to provide to another. It is a crucial tool for IT departments and internal business units to ensure that everyone is on the same page, and expectations are clearly defined.

Creating an SLA can be challenging, as it requires a deep understanding of the services being provided, the needs of the stakeholders, and the overall goals of the organization. However, an SLA template can provide a starting point to make the process more manageable.

Here are some tips for creating an SLA template that works for your IT department or internal business unit:

1. Define the Scope: Start by defining the services that will be covered in the SLA. Be specific about what services are included and what is not. This will help prevent misunderstandings down the line.

2. Establish Metrics and Key Performance Indicators (KPIs): Metrics and KPIs are critical to measuring the success of your SLA. Ensure that you establish clear metrics and KPIs that are relevant to the services being provided.

3. Define Response Times: Response times are a crucial element of any SLA. Establish clear response times for different types of requests, such as critical and non-critical issues, and ensure that they are appropriate for the services being provided.

4. Address Escalation Procedures: An escalation procedure outlines the steps that will be taken when an issue cannot be resolved within a specific timeframe. Establish clear escalation procedures, and ensure that all stakeholders are aware of them.

5. Provide Reporting: Reporting is an essential element of any SLA. Ensure that you provide regular reports to all stakeholders, outlining the performance of the service and highlighting any areas for improvement.

6. Identify Stakeholders: Make sure you identify all stakeholders involved in the SLA. This includes the internal business units, IT departments, management, and anyone else who may be affected by the services.

7. Ensure Flexibility: Finally, ensure that your SLA is flexible enough to adapt to changes in the organization`s needs or services being provided. Review your SLA regularly to ensure that it remains relevant and effective.

In conclusion, a well-designed SLA template can be a powerful tool for IT departments and internal business units. By carefully defining the scope, metrics, response times, escalation procedures, and stakeholders, you can create an SLA that meets the needs of your organization. Remember to provide regular reporting and ensure that your SLA remains flexible enough to adapt to changes. With these elements in place, you can establish a mutually beneficial SLA that benefits all stakeholders involved.