http://blog.serviceframe.com/index.php/2009/09/measuring-end-to-end-sla-metrics/ Tue, 23 Mar 2010 13:31:55 +0000 http://wordpress.org/?v=2.8.4 hourly 1 http://blog.serviceframe.com/index.php/2009/09/measuring-end-to-end-sla-metrics/comment-page-1/#comment-11 Bookmarks for October 7th through October 8th Thu, 08 Oct 2009 16:03:18 +0000 http://blog.serviceframe.com/?p=184#comment-11 [...] Measuring End-to-End SLA Metrics – One of the discussions I have with clients is how to identify the right SLA metrics. My advice is that the best SLA metrics look at end-to-end services, and measure how they are delivered. The idea is to consider the service as a ‘black box’ – look at the business outcomes and then how the business outcomes should be measured. So instead of measuring components of the service – servers, applications, internal processes, we measure the service which the customer receives. [...] [...] Measuring End-to-End SLA Metrics – One of the discussions I have with clients is how to identify the right SLA metrics. My advice is that the best SLA metrics look at end-to-end services, and measure how they are delivered. The idea is to consider the service as a ‘black box’ – look at the business outcomes and then how the business outcomes should be measured. So instead of measuring components of the service – servers, applications, internal processes, we measure the service which the customer receives. [...]

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