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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:
To reap the benefits a multiple shared service centers sets specific requirements to the resource allocation process in the internal organization of the firm. A critical issue is that the manager of a business unit and the manager of a shared service center will prepare a service level agreement (SLA), but the approval of the SLA is a reserved power of the executive board.
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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 ...
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High availability is a property of network resilience, the ability to "provide and maintain an acceptable level of service in the face of faults and challenges to normal operation." [ 3 ] Threats and challenges for services can range from simple misconfiguration over large scale natural disasters to targeted attacks. [ 4 ]
The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships. OLA is sometimes expanded to other phrases but they all have the same meaning: organizational-level agreement; operating-level agreement; operations-level agreement. OLA is not a substitute for an SLA.
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related to: service level agreement benefits center