Service Level Objectives - SLO

1.1      Availability Service Level Objectives (ASLO)

Availability Service Level Objectives monitor the availability of a configuration item (CI), such as a service, application, hardware, software, or other infrastructure component.  SLOs report any change to the availability of the CI in incidents, tasks, and change.  ASLO requires the following information to be gathered:

Field	Content	Comments
ASLO ID	Numeric Value
SLA ID	SLA Name
Name	SLO Name	The name must be descriptive, such as: 99% availability required.
Owner	SLO Owner
Description		Additional information about client expectation or requirements outlined in OLAs
Affected CI	The CI related to this ASLO
Required Uptime		Displayed in percentage
Maximum Outage Time		Displayed in percentage. Planned (and approved) outages Degraded service Partial loss of service Slow response time Intermittent interruptions Total loss of service
Schedule	Pre-defined work schedule	This is limiting the availability hours.
Time Zone		This will be chosen within the tool
Alerts	These relate to remaining availability

 

KPIs	Measurements
………

 

1.2      Response Service Level Objectives (RSLO)

Response Service Level Objectives is a rule that describes the maximum amount of time allowed for a response to business event.  E.g. the response times for Priority 1 – 4 incidents.  RSLO rules contain the following information to be gathered:

Field	Content	Comments
RSLO ID	Numeric value
SLA Name
Name	RSLO  name	A descriptive name: e.g. one hour response required
Condition		This is used to determine if the SLO applies to the application record.  For example which field conditions match this application.  Or what turnaround time matches this priority, etc…
Priority
Category		What category of SLA is this?
Service Area	Application related to the SLO
Initial State		This is when response time is starting to be measured.
Final State		This is when the response time has stopped.
Duration Type	Normal business operation hours	·         Interval ·         Calculation ·         Duration in Record
Schedule	Support team shift information
Time Zone
Alerts	The time remaining on SLO

 

KPIs	Measurements
………

 

 

ROWE

For companies that have put the alarm on snooze, wake up and see what is your competitor is doing.  The old style management of “I wanna know when you take a washroom break” is so passé.  Military style management does not work anymore.  The new generation is creating a different philosophy.  Work does not have to be 9-5 anymore.  It does not have to be within the confines of a cubicle anymore.  Your creativity does not flow when you are trapped in a tiny cubicle that the company pays thousands of dollars for.  Your creativity flows when you are surrounded by what you love.  You start loving your work, when you love your environment.  You become more productive when you have not spent the very first few hours of your awaking moments in traffic or bus, or train or subway.  

You are expected to deliver certain deliverables and whether you do it in one hour or ten, as long as you are on time with your deadlines, and you produce good quality work, all is good. 

There are many companies currently in the market that are adhering to these rules and have had an excellent track record.  Xerox, HP, Dell, Aetna, United Health group, American Express, just to name a few.  Result Oriented Work Environment is a management viewpoint based on the idea that giving employees control over their time is the best way to increase productivity in the workplace.

Basically treating humans like humans.  Managers trust employees to get their work done, and evaluations are based on accomplishments, not how much time they spend looking busy at their desks. In a case like this it becomes far clearer who is actually getting work done and who isn’t. This is the best possible way of measuring performance and capabilities. In an environment like this, teams have a persistent focus on results. 

This kind of management style forces managers and employees to be clear about job descriptions and expectations. Team members learn how to communicate more effectively and plan ahead around each other’s schedules. They also learn to work together and back each other up in new ways.

Result Oriented Work Environment is not just about the employees, but the employer as well. Happier employees produce quality work. There is a balance of freedom within each role.  The availability of chat tools, email, conference calling, video conferencing is all available to almost all companies.  Those who do not take advantage of this, can consider a huge loss in their budget.  They have all they need to stop paying for the cubicles that are non-productive.

Is your company still in dark ages? Are your managers still feel working remote means they don’t know what you are up to? Are you still mistrusted? Voice your opinion on how you feel and let them know they can trust you.  They can show large amounts of savings by cutting the overhead; all in the same time allowing for the employee to be more creative and productive. One last important point to also consider is that sick employees who cannot afford to take a day off and show up at the office, cost thousands of dollars in making others sick who are going to be out of commission for the next few days. 

All big companies with Result Oriented Work Environment have come to this understanding: employees that are not feeling well, if they work remote, they still tend to work.  Their emails are answered even after 10:00 Pm sometimes, because it is hard to see and ignore it.  This is just psych 101.  All the while if they were in the office none of that could happen.  Change your views, save money, become productive, create a work environment that would make you one of the top wanted companies for people to work with.  www.BPMG.guru