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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 measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.
The output received by the customer as a result of the service provided is the main focus of the service level agreement. Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service ...
High availability (HA) is a characteristic of a system that aims to ensure an agreed level of operational performance, usually uptime, for a higher than normal period. [ 1 ] There is now more dependence on these systems as a result of modernization.
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.
SLA Hall of Fame is presented to an SLA member near the end of their professional career in recognition of service and contributions to the SLA and its goal and objectives. James M. Matarazzo Rising Star Award is presented annually to up to five new SLA members who have been members for no more than five years and show exceptional promise of ...
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Pay for performance systems link compensation to measures of work quality or goals. Current methods of healthcare payment may actually reward less-safe care, since some insurance companies will not pay for new practices to reduce errors, while physicians and hospitals can bill for additional services that are needed when patients are injured by mistakes. [1]
NHS targets are performance measures used by NHS England, NHS Scotland, NHS Wales, and the Health and Social Care service in Northern Ireland.These vary by country but assess the performance of each health service against measures such as 4 hour waiting times in Accident and Emergency departments, weeks to receive an appointment and/or treatment, and performance in specific departments such as ...