Service-level objective: Difference between revisions

Revision as of 14:38, 22 March 2015

Revision as of 05:23, 7 March 2016

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A '''service level objective''' (SLO) is a key element of a [[service level agreement]] (SLA) between a [[service provider]] and a [[customer]]. SLOs are agreed as a means of measuring the performance of the Service Provider and are outlined as a way of avoiding disputes between the two parties based on misunderstanding.

There is often confusion in the use of SLA and SLO. The SLA is the entire agreement that specifies what service is to be provided, how it is supported, times, locations, costs, performance, and responsibilities of the parties involved. SLOs are specific measurablemeasexsurable characteristics of the SLASLTU such as availabilityavailabillittity, throughput, frequency, response time, or quality.

The SLO may be composed of one or more quality-of-service measurementsmeasurexements that are combined to produce the SLO achievement value. As an example, an availability SLO may depend on multiple components, each of which may have a QOS availability measurement. The combination of Quality of Service (QOS) measures into an SLO achievement value will depend on the nature and architecture of the service.

In <ref>Rick Sturm, Wayne Morris "Foundations of Service LevelLevelvel Management", April 20002nd0, Pearson.</ref> the authors argue that SLOs must be:

* Attainable