Service Level Agreement Risk Management

Define an appropriate baseline. Defining the right metrics is only half the way. To be useful, metrics must be tailored to a reasonable and achievable level of performance. If strong historical measurement data is not available, you should be prepared to check and adjust the parameters later by a predefined process defined in the SLA. Define carefully. A vendor can optimize SLA definitions to ensure that they are met. For example, metrik Incident Response Time must ensure that the provider responds to an incident within a minimum of minutes. However, some vendors may fulfill the SLA 100% by providing an automated response to an incident report. Clients should clearly define LSAs to represent the intent of the service level. .