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
………