SLA Metrics in the Context of an EA Program and Its Processes

by Amit K. Maitra

Service-level agreements (SLAs) represent formally negotiated contracts between two parties: the provider and the recipient. These are extremely important documents that provide a common understanding about the levels of availability, serviceability, performance, operations, or other attributes of a service such as billing and penalties. SLAs related to IT service delivery contain numerous service-performance metrics with corresponding service-level objectives, such as call-abandon rate, average speed to answer, time-service factor, and first-call resolution. Many SLAs track to ITIL specifications when applied to IT services. This Executive Report by Dr. Amit K. Maitra presents a paradigm shift by embracing a wide range of issues, including alignment of infrastructure network-element performances, applications/business-relevant performance metrics, and specific enterprise architecture-related high/low strategic objectives.

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SLA Metrics in the Context of an EA Program and Its Processes1 April 2008

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