A New Look At Service Level Agreements

摘要

In many areas, the traditional Service Level Agreement consists solely of the performance measurement of operations. These usually take the form of an artificial metric, often based on those traditional library statistics, that can be easily gathered. While such targets may have a value in improving performance, few of them actually assess the services value in relation to the overall success of the organisation. In the Defence Science & Technology Laboratory, an agency of the UK's Ministry of Defence, a way was sought to define metrics that measured not only operational performance, but also business support performance.To what extent were our services meeting the needs of the organisation's own business objectives?