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ITIL & BS15000 ITSM Group :: View topic - How do you measure an SLA ?
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How do you measure an SLA ?

 
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zekingrat
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PostPosted: Sat Aug 02, 2008 8:19 pm    Post subject: How do you measure an SLA ? Reply with quote

How do you measure an SLA ?

Does anyone know the answer to this question.
Can anyone tin of other questions a service delivery manager may face during an interview ?

Very Happy
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AleciaBrent
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PostPosted: Thu Aug 21, 2008 6:21 pm    Post subject: Reply with quote

SLAs can be very general or extremely detailed, including the steps taken in the event of a failure. I can say only this much about SLA its a negotiated agreement designed to create a common understanding about services, priorities and responsibilities.

ANother question could be "Role of a Manager in terming SLA" Smile
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zekingrat
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PostPosted: Sat Aug 23, 2008 6:19 pm    Post subject: Service delivery manager interview questions. Reply with quote

Thanks Alecia that did help a bit. I recently gave an interview for Service delivery manager.

I am searching for similar questions so i can prepare for further interviews.

Cheers.
Very Happy
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Mahonri
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PostPosted: Fri Sep 19, 2008 9:44 pm    Post subject: Reply with quote

If I were the interviewee and you asked me this question, I would think twice about your company's service management maturity. You've put the cart before the horse here. A better question may be: How do you determine what to measure?

I'll digress a bit here from your original question and its intent as I interpreted it.

You need a baseline measurement of your historical capabilities to deliver the service in question. When negotiating any SLA for any service, your side of the agreement needs to be based upon factual measurements - measurements you've already taken based upon your ability to gather and report on the data. You never commit to a service level if you've never met the threshold in the past. You may have determined already that you can improve the service if given the right motivation; and maybe the SLA negotiations will trigger that effort. But it's unlikely. That usually occurs as a pain point when you realize you're expending too many resources to deliver a service. But again, you already have gathered the data, most likely from your contact management system.

The "how" of SLA measurement would already have taken place. Maybe you should ask, "What are typical metrics for determining if a service is performing at an expected level?" I'd give them a real world example of a service you are or would like to provide.

This is probably more than you wanted....but I tend to ramble a bit. Wink
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zekingrat
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PostPosted: Mon Sep 22, 2008 12:34 am    Post subject: Reply with quote

That did help.

Now when I think of it it sounds like a silly question to ask without any background.

Could anyone think of any other questions that interviewers could ask ?

Cheers.

Smile
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