Service Levelgreenspun.com : LUSENET : Service Level Management : One Thread
What is service level? Your concept, aplication and examples.
-- Cleber MIranda de Oliveira (email@example.com), May 14, 2004
SL is a system to measure the quantity and quality of a service in a way of a result contract. Metrics used for it should be easy to collect and indealy collected automaticly. An periodic report should be possible with evolutions, states and resons why metrics do not conform the result contract described in the SLA. A SL has a scope (service catalogue) wich permits as sharp as possible to define whats in the service and due to time/quality constraints and what out of scope and therfore not treated or treated best effort. Best defintion is found in ITIL.
-- Alain Grijseels (firstname.lastname@example.org), June 04, 2004.