Service-level objective: Difference between revisions

Revision as of 09:01, 31 March 2010

Revision as of 03:55, 31 August 2010

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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 term SLO is deprecated in ITIL V3 to Service Level Target, not to be confused with Service Level Requirement defined in the service design.

{{DEFAULTSORT:Service Level Objectives}}