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Joined: Nov 01, 2004 Posts: 81 Location: Sask, Canada
Posted: Tue Dec 20, 2005 8:40 am Post subject:
Hi, Bob - I'm going to give this a try:
A SLO (Service Level Objective) is an agreed upon service metric between the IT organization and one or more of its customer-communities, applied to the services provided to these communities.
KPIs (Key Performance Indicators) - are used to assess the performance of the processes (eg. Problem Mgmt, Change Mgmt) rather than the services.
Does that make sense?
/Sharon E.
(ps. SLO defn taken from HP)
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