- 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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