Forrester Research report (Ref: Computer Weekly) that IT depts can improve their efficiency by using ITIL. The report states: "ITIL is the foundation for better control of how IT delivers services to business."
Standards Australia have published AS8018 (AS 8018), to equate to BS 15000 / ISO 20000.
ITIL & ISO 20000 User Group: Forums
ITIL & BS15000 ITSM Group :: View topic - How do you measure an SLA ?
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"
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.
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