I need to know how can I come up with a benchmark for my SLA's that serve as a tolerance range for a particular service. For example, desktop service, client server application availability, help desk service. We already have SLA's on place for these services, and we have monthly performance data on them but now we are at a point where we need to benchmark this data and come up with an acceptable benchmark that we can assign for each service.

Thanks,

-- Maisa J. Shunnar (maisa.shunnar@sabre.com), June 10, 2001

Answers

I'd also like to globally benchmark our SLAs and performance reporting. My group provide SLM for Telstras Internet products and we have developed ITIL-based SLDs (Service Level Descriptions) and SLAs plus associated performance reporting and I'd like to benchmark them against other IT companies to see how they stack up, learn from other companies ( and they learn from us) and not re-invent the wheel. IS there a global forum we could link into re this?

-- Phil Matthews (phillip.matthews@team.telstra.com), July 17, 2001.

i think we may be able to assist you, please feel free to contact me or visit our web site www.end-endsoftware.com

-- Brian Peck (bpeck@end-endsoftware.com), April 18, 2004.