Service Level Objectives (SLOs) are a key element of a Service Level Agreement 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.
In Foundations of Service Level Management (2000), Rick Sturm and Wayne Morris argue that SLOs must be:
- Attainable
- Measurable
- Understandable
- Meaningful
- Controllable
- Affordable
- Mutually acceptable
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