Professional Services (PS) SLO metrics? : LUSENET : Service Level Management : One Thread

Can someone share what they have found to be good metrics to incorporate into PS SLO agreements?

Thank you.

-- Maarten Verhaar (, December 23, 2002


Maarten, As with so many questions on this forum, the answer has to be "It depends." In this case, it is necessary to clarify the nature of the professional services. Are you referring to outsourced IT operations, or perhaps consulting engagements, etc.?

Regardless of the details of the service, the same general principles for SLOs will apply. At a minimum, in some form you must consider availability and performance. The definition of the what to measure and what levels will be acceptable will be dictated by the nature of the service in question.


Rick Sturm

-- Rick Sturm (, February 25, 2003.

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