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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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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
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{{DEFAULTSORT:Service Level Objectives}}
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