Service Level Agreements
  • Like KPIs, are closely associated with, but technically independent from, processes,
  • Carry Legal Weight,
  • Provide targets for process that can be used as part of the process performance assessment process,
  • Are variable; driven by:
    • customer demand,
    • product & service performance requirements,
  • Provide limiting factors on process derivation, but any given process should be SLA-independent insofar as any single process may support multiple SLAs.
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Last Updated: March 21, 2012