5.2.15.1
Some of the key requirements for successful SLAs include:
● They must be related to a defined ‘service’ in the service catalogue; otherwise they are simply individual
metrics without a purpose, that do not provide adequate visibility or reflect the service perspective.
● They should relate to defined outcomes and not simply operational metrics. This can be achieved with
balanced bundles of metrics, such as customer satisfaction and key business outcomes.
● They should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
● They must be simply written and easy to understand and use for all parties.
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