Part (b) [3 marks] Identify two areas where an internal Service Level Agreement (SLA) might be different from an external SLA (where these SLAs relate to the provision of IT based services). Note that internal SLAs operate between one or more parts of the organisation and an internal service provider such as the IT department, whereas external SLAs operate between one or more parts of the organisation and an external service provider, such as a firm providing outsourced IT services.