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ITIL :: View topic - SLOs cf KPIs?
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SLOs cf KPIs?

 
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bobduncan
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Joined: Mar 28, 2004
Posts: 1

PostPosted: Sun Dec 18, 2005 5:58 pm    Post subject: SLOs cf KPIs? Reply with quote

Hi,

What’s the difference between SLOs and KPIs?

Thanks in advance.
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eisbergsk
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Joined: Nov 01, 2004
Posts: 81
Location: Sask, Canada

PostPosted: Tue Dec 20, 2005 8:40 am    Post subject: Reply with quote

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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