Service level agreement 114 References         An outline of the core elements of an SLA.
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Eu) Service level objectives Service level objectives (SLOs) are a key element of a service level agreement (SLA) between a service provider and a customer.
SLOs are agreed as a means of measuring the performance of the Service Provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.
There is often confusion in the use of SLA and SLO.
The SLA is the entire agreement that specifies what service is to be provided, how it is supported, times, locations, costs, performance, and responsibilities of the parties involved.
SLOs are specific measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.
The SLO may be composed of one or more quality-of-service measurements that are combined to produce the SLO achievement value.
As an example, an availability SLO may depend on multiple components, each of which may have a QOS availability measurement.
The combination of Quality of Service (QOS) measures into an SLO achievement value will depend on the nature and architecture of the service.
In Foundations of Service Level Management (2000), Rick Sturm and Wayne Morris argue that SLOs must be: • • • • • • • • Attainable Repeatable Measurable Understandable Meaningful Controllable Affordable Mutually acceptable SLOs should generally be specified in terms of an achievement value or service level, a target measurement, a measurement period, and where and how measured.
As an example, “90% of calls to the helpdesk should be answered in less than 20 seconds measured over a one month period as reported by the ACD system”.
Results can be reported by the percent of time that the target answer time was achieved compared to the desired service level (90%).
The term SLO is deprecated in ITIL V3 to Service Level Target, not to be confused with Service Level Requirement defined in the service design. Service review 115 Service review A service review is a review of an organisation’s services designed to identify potential service delivery improvements.
A Service Review can be used to improve the organisation’s efficiency and effectiveness, and assists in addressing financial sustainability.
Local government is one of the largest providers of services for the community.
Councils have progressively taken on greater responsibilities for delivering services as community expectations have grown and other levels of government have devolved various functions.
By systematically reviewing its services, a council can redesign its mix of services, achieve efficiency gains and generate additional income. Options that can be explored under a Service Review System  • • • • • Changing outputs and levels of service Sharing services and resources Forming strategic relationships or joint ventures Rationalising and making better use of assets Outsourcing services or activities • Internal operational changes eg processes, work practices & technology • Adding or modifying user charges References • Hutt City Council Core Services Review Resource Document, 1991 • LMCC Resource Booklet on Review Processes, Professor Brian Dollery, University of New England, 2008 • Process Change versus Structural Change – An Analysis of Internal Review Process, Professor Brian Dollery, University of New England, 2010
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