Content deleted Content added
Undid revision 708718801 by 123.2.54.89 (talk) - The latest edition entered wrong or mispelled words. SLA was written as STLA. Measurable was wrong either. |
m →top: link |
||
Line 23:
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 the SLO term is found in various scientific papers, for instance in the reference architecture of the SLA@SOI project,<ref>Jens Happe, Wolfgang Theilmann, Andrew Edmonds, and Keven T. Kearney "A Reference Architecture for Multi-Level SLA Management" in "Service Level Agreements for Cloud Computing", eds. Wieder, Philipp and Butler, Joe M. and Theilmann, Wolfgang and Yahyapour, Ramin, Springer New York, 2011, DOI:10.1007/978-1-4614-1614-2_2</ref> and it is used in the Open Grid Forum document on WS-Agreement.<ref name=":0">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>
==References==
| |||