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Augusto 56 (talk | contribs) Added reference to use of the term in one scientific paper, one standard proposal, and one project deliverable. An alternete definition is also given citing one of the referenced source above. |
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* Mutually acceptable
In <ref>Alexander Keller, Heiko Ludwig "The WSLA Framework: Specifying and Monitoring Service Level Agreements for Web Services", Journal of Network and Systems Management, Vol 11, n. 1, March 2003.</ref> the authors define a SLO as a "commitment to maintain a particular state of the service in a given period" with respect to the state of the SLA parameters.
SLOs should generally be specified in terms of an achievement value or service level, a target measurement, a measurement period, and where and how measured. As an example, "90% of calls to the helpdesk should be answered in less than 20 seconds measured over a one month period as reported by the [[Automatic call distributor|ACD system]]". Results can be reported by the percent of time that the target answer time was achieved compared to the desired service level (90%).
The use of the term ''SLO'' is deprecated in ITIL V3 to Service Level Target, not to be confused with [[service level requirement|Service Level Requirement]] defined in the [[service design]]. However it is found in various scientific papers, for instance in the reference architecture of the SLA@SOI project <ref>"SLA@SOI Reference Architecture. White paper", http://sourceforge.net/apps/trac/sla-at-soi/browser/platform/trunk/doc/SLA%40SOI-Reference_Architecture.pdf</ref> , and it is used in the Open Grid Forum document on WS-Agreement <ref>Alain Andrieux, Karl Czajkowski, Asit Dan, Kate Keahey, Heiko Ludwig, Toshiyuki Nakata, Jim Pruyne, John Rofrano, Steve Tuecke, Ming Xu "Web Services Agreement Specification (WS-Agreement)", GFD-R-P.107, March 2007, Open Grid Forum.</ref>.
{{DEFAULTSORT:Service Level Objectives}}
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