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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