Define "Service Level Agreement" (SLA) in IBP.

A Service Level Agreement (SLA) in the context of SAP Integrated Business Planning (IBP) is fundamentally about performance. It establishes specific expectations regarding the level of service that stakeholders can expect from a service provider. This includes metrics such as response times, resolution times, and overall service delivery standards. By clearly defining these expected service performance levels, organizations can better manage their operations, align their service expectations with their business goals, and foster accountability between the service provider and the business.

This focus on performance levels helps in ensuring that both parties have a mutual understanding of the standards to be achieved, which is critical for maintaining service quality, optimizing processes, and ultimately driving customer satisfaction within the framework of integrated business planning.