Agreement (ITILv3):    A Document that describes a formal understanding between two or more parties. An Agreement is not legally binding, unless it forms part of a Contract. See: Service Level Agreement, Operational Level Agreement.

See also: TBD

Cross Reference: x

Agreement (ITILv2):    In IT Service Management (ITSM) terms, the use of the word 'agreement' rather than 'contract' signifies less the legal differences between the two and more a difference in approach and style. 'Agreement' is used exclusively for an understanding, normally written, between internal parties (though it may be appended to and therefore form part of an external contract). An agreement is likely to register an aspiration for a particular service level whereas a contract will usually record the minimum service level permissible. The wording in a contract must represent its legally binding nature but the wording of an ITSM agreement reflects much more the nature of the (aimed for) relationship between the parties involved. (Contract).

See also: TBD

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