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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:
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 ...
Service Level Objective (SLO): objectives based on these indicators, like 99.95% availability; Service Level Agreement (SLA): contract based on these objectives; a sample clause may be "if availability is 99% to 99.95% in a given month, the customer gets 10% off their monthly bill". [5] SLIs form the basis of SLOs, which in turn form the basis ...
Support of Cisco's IP Service Level Agreement mechanism. Logical grouping Supports arranging the hosts or devices it monitors into user-defined groups. Trending Provides trending of network data over time. Trend prediction The software features algorithms designed to predict future network statistics. Auto discovery
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.
In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [1] an SLI can be called an SLA metric (also customer service metric, or simply ...
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In the service level management area, performance engineering is concerned with service level agreements and the associated systems monitoring that serves to validate service level compliance, detect problems, and identify trends. For example, when real user monitoring is deployed it is possible to ensure that user transactions are being ...