An SLA is a formal negotiated document that defines in quantitative terms the service being offered to a customer. The agreement should encompass all service elements that make up the service being provided, for example, an application service would be made up of elements such as the service desks response and restoration targets, application performance, network performance, end to end availability of the service and perhaps some output based service components.
Any metrics included in an SLA must be capable of being measured on a regular and consistent basis. Without this, service achievement will always remain subjective.
SLAs should be renegotiated whenever a business service is subject to significant change in regards to the business requirements or the service delivery capability of the IT organization.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment