Archive for the ‘Service Level Management’ Category
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Service Level Agreement 101
The official ITIL (IT Infrastructure Library) definition of Service Level Agreement, more commonly referred to as an SLA, is a formally negotiated agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.
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Setting expectations with Service Level Objectives
Webster’s dictionary defines the word, “expectation” as the act or state of looking forward or anticipating the degree of probability that something will occur. Setting a Service Level Objective with your Customer sets their expectation.
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The Cost of Twitter’s Downtime
What does your availability cost your company? This weekend Twitter has been unavailable and leaving it’s users to look for alternatives. How much would 12 hours of downtime cost your company?