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IT Services: Costs, Metrics, Benchmarking, and Marketing by Robert E. Matthews, Thomas R. DiPasquale, Anthony F. Tardugno

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11.3. Metrics

In constructing the service model, an understanding of what the customer expects to be delivered will be negotiated, agreed to, and ultimately documented in a service level agreement. A key element of the SLA is defining the measures that will determine satisfaction of the agreement's terms. In fact, there may be layers of metrics that are not visible to the user, but support an overall measure of success. The metrics must not only be constructed to measure the success relative to a specific service and system's SLA, it must also be supportive of the overall business need that the IT service is supporting/enabling.

11.3.1. Service Level Definition

An initial step in establishing a set of metrics to measure and actually ensure ...

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