I am interested in SLA's for non-IT servicesgreenspun.com : LUSENET : Service Level Management : One Thread
I am looking into developing an SLA framework for a non-it environment, and am looking for relevant information.
Which articles refer to SLA devlopment within non-it environments? Which books will best provide me with an understanding of SLA framework development?
-- David Smith (firstname.lastname@example.org), December 13, 2001
David, The key to the solution lies not in books, but in metrics. (See my article http://www.nextslm.org/sturm1.html) The key to establishing an SLA for a non-IT environment is knowing what metrics to use and how to measure them. It is the measurement that will normally pose the greatest challenge in the non-IT, non-instrumented world. You may be faced with having to create some sort of manual process for capturing the necessary data. Contact me directly if you'd like to discuss further.
-- Rick Sturm (email@example.com), December 18, 2001.