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A service-level agreement is an agreement between two or more parties,

where one is the customer and the others are service providers. This can
be a legally binding formal or an informal "contract" (for example,
internal department relationships). The agreement may involve separate
organizations, or different teams within one organization. Contracts
between the service provider and other third parties are often
(incorrectly) called SLAs because the level of service has been set by
the (principal) customer, there can be no "agreement" between third
parties; these agreements are simply "contracts." Operational-level
agreements or OLAs, however, may be used by internal groups to
support SLAs. If some aspect of a service has not been agreed with the
customer, it is not an "SLA".
SLAs commonly include many components, from a definition of
services to the termination of agreement. To ensure that SLAs are
consistently met, these agreements are often designed with specific lines
of demarcation and the parties involved are required to meet regularly to
create an open forum for communication. Rewards and penalties
applying to the provider are often specified. Most SLAs also leave room
for periodic (annual) revisitation to make changes.
Since late 1980s SLA's have been used by fixed line telecom operators.
SLAs are so widely used these days that larger organizations have many
different SLAs existing within the company itself. Two different units in
an organization script a SLA with one unit being the customer and
another being the service provider. This practice helps to maintain the
same quality of service amongst different units in the organization and
also across multiple locations of the organization. This internal scripting
of SLA also helps to compare the quality of service between an in-house
department and an external service provider.

Book : Advances In Network Management


Judul : Advances In Network Management
Pengarang : Jianguo Ding
Key performance indicator (KPI) is a type of performance
measurement. KPIs evaluate the success of an organization or of a
particular activity (such as projects, programs, products and other
initiatives) in which it engages. Often success is simply the repeated,
periodic achievement of some levels of operational goal (e.g. zero
defects, 10/10 customer satisfaction, etc.), and sometimes success is
defined in terms of making progress toward strategic goals. Accordingly,
choosing the right KPIs relies upon a good understanding of what is
important to the organization. 'What is important' often depends on the
department measuring the performance e.g. the KPIs useful to finance
will differ from the KPIs assigned to sales. Since there is a need to
understand well what is important, various techniques to assess the
present state of the business, and its key activities, are associated with
the selection of performance indicators. These assessments often lead to
the identification of potential improvements, so performance indicators
are routinely associated with 'performance improvement' initiatives. A
very common way to choose KPIs is to apply a management framework
such as the balanced scorecard.

Book : Key Performance Indicator


Judul : Key Performance Indicator (Develoving, Implementing, and
Using Winning KPIs)
Pengarang : David Parmenter
Quality of service (QoS) is the description or measurement of the overall
performance of a service, such as a telephony or computer network or
a Cloud computing service, particularly the performance seen by the
users of the network. To quantitatively measure quality of service,
several related aspects of the network service are often considered, such
as error rates, bit rate, throughput, transmission delay, availability, jitter,
etc.
In the field of computer networking and other packet-
switched telecommunication networks, quality of service refers to traffic
prioritization and resource reservation control mechanisms rather than
the achieved service quality. Quality of service is the ability to provide
different priority to different applications, users, or data flows, or to
guarantee a certain level of performance to a data flow.
Quality of service is particularly important for the transport of traffic
with special requirements. In particular, developers have introduced
technology to allow computer networks to become as useful as
telephone networks for audio conversations, as well as supporting new
applications with even stricter service demands.

Book : IP Quality Of Service


Judul : IP Quality Of Service
Pengarang : Srinivas Vegesna

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