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A service-level objective (SLO), as per the O'Reilly Site Reliability Engineering book, is a "target value or range of values for a service level that is measured by an SLI." [1] An SLO is a key element of a service-level agreement (SLA) between a service provider and a customer. SLOs are agreed upon as a means of measuring the performance of ...
Service level measures the performance of a system, service or supply. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. Examples of service level: Percentage of calls answered in a call center; Percentage of customers waiting less than a given fixed time
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:
Objectives, goals, strategies and measures (OGSM) is a goal setting and action plan framework used in strategic planning.It is used by organizations, departments, teams and sometimes program managers to define and track measurable goals and actions to achieve an objective.
In information technology, a service level indicator (SLI) is a measure of the service level provided by a service provider to a customer. SLIs form the basis of service level objectives (SLOs), which in turn form the basis of service level agreements (SLAs); [ 1 ] an SLI can be called an SLA metric (also customer service metric , or simply ...
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.