Application SupportCIOGeneral ITIL DiscussionIT Outsourcing and ITILIT Service ManagementITIL V3 for Application Support

Developing Meaningful SLA’s: How do I measure service performance?

Service Levels Goals (SLG’s)

Service Levels Goals represent the performance expectations of the customer for specific services being delivered. SLG’s are performance expectations for defined service measurements (metrics). These measurements determine if the service provider is meeting the basic service commitments. Depending on the services and metrics, different data are required in order to measure service performance.

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