Posted: Thu Jan 22, 2009 2:40 am Post subject: Use of the term 'SLO'
In my (relatively large) company, we seem to use the term 'service level agreement' to mean an agreement with a customer where there are penalties/credits attached for missing targets and 'service level objective' for an agreement where there are no penalties. I understand this isn't how ITIL would define the terms (in fact, I don't even see SLO as an official term in the glossary -- I see service level requirement and service level target.)
I try my best to steer things towards the ITIL definitions, but I'm wondering if this practice is widespread or if it's one of those peculiar bits of jargon in my company.
Joined: Mar 04, 2008 Posts: 1893 Location: Helensburgh
Posted: Fri Jan 23, 2009 1:35 am Post subject:
A service Level Objective ought to be a target to be achieved within (e.g. by x%) a Service Level Agreement. And it needs to be understood that it is an internal measure used to identify thresholds for responsive action.
As a statement of service to customers, it cannot work without agreement over budgets and charges and what will arise if it is not attained.
In the real world there are repercussions if services are not delivered to a satisfactory level. It is easier if the arrangements are formalized in an agreement. And it is better to call an agreement an agreement rather than an objective, because then there is a chance that people will know what they are talking about. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Joined: Oct 07, 2007 Posts: 441 Location: Jakarta, INA
Posted: Fri Jan 23, 2009 1:42 pm Post subject:
Service Level Agreement and Service Level Objective to me are quite "high level" words, and qualitative.
SL Agreement is all service levels that are agreed between two parties (customer and provider) whether they have consequences or not.
SL Objective is for what purpose the service levels were built.
Both words don't give quantitative measurements to assess the worthiness of the Service Level itself.
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