Service Level Objectives are objectives within an Service Level Agreement detailing specific key expectations for that service. Service Level Objectives must be:
- Attainable; the target service levels defined in an SLA have to reflect reality
- Measurable; technical and/or procedural solutions need to be in place in order to measure compliance with the Service Level Objectives
- Meaningful/understandable; the Service Level Objectives need to be on the level of business purposes and not denote technical specificity
- Controllable; the outsourcing partner takes responsibility for the services it provides
- Mutually acceptable; both Rabobank and the outsourcing partner need to agree on the Service Level Objectives
- Cost effective; Service Level Objectives shouldn’t be to expensive to measure