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A service-level agreement can track multiple performance metrics. In this context, these metrics are called service level indicators (SLIs). The target value of a given SLI is called a service-level objective (SLO). In IT-service management, a common case is a call center or service desk. SLAs in such cases usually refer to the following SLIs:
Inferred aspects are privacy, anonymity and verifiability. The goal of security management comes in two parts: Security requirements defined in service level agreements (SLA) and other external requirements that are specified in underpinning contracts, legislation and possible internal or external imposed policies.
A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
The term "Service Level Agreement" (SLA) is frequently used for all aspects of a service level, but in more precise use one may distinguish: [4] Service Level Indicator (SLI): measures of service level, like availability (uptime); Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability;
Information technology — Cloud computing — Service level agreement (SLA) framework — Part 3: Core conformance requirements Published (2017) Specifies the core conformance requirements for service level agreements (SLAs) for cloud services based on ISO/IEC 19086‑1 and guidance on the core conformance requirements. 3 ISO/IEC 19941
Within systems engineering, quality attributes are realized non-functional requirements used to evaluate the performance of a system. These are sometimes named architecture characteristics, or "ilities" after the suffix many of the words share. They are usually architecturally significant requirements that require architects' attention. [1]
An operational-level agreement (OLA) defines interdependent relationships in support of a service-level agreement (SLA). [1] The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services.
IP-SLA operation. IP SLA (Internet Protocol Service Level Agreement) is an active computer network measurement technology that was initially developed by Cisco Systems. IP SLA was previously known as Service Assurance Agent (SAA) or Response Time Reporter (RTR). IP SLA is used to track network performance like latency, ping response, and jitter ...