How can we agree on Service Level Agreements?
We all recognize Gold, Silver and Bronze as Olympic Medal designations, but they also represent types of Service Level Agreements. An organization`s Service Level Agreement determines the percentage of Service uptime and Service recovery time in the event of an interruption. The path to arriving at the gold, silver, or bronze level can be complicated, and in this Article, Kirk Gould attempts to demystify the process.
Kirk Gould
Kirk Gould is the Founder and Director of the Greater Phoenix BPM Consortium, the Founder and President of Knowledge Jam Global, LLC, and Process Consultant at IntraEdge IT Consultancy in Phoenix, Arizona. His interests are process improvement, metrics, BPM, business architecture, design, and music. Kirk has published many articles, one business book, and speaks at national and international BPM, Lean, Quality, and Management Conferences. Kirk resides with his family in Scottsdale, Arizona.
Latest posts by Kirk Gould (see all)
- How can we agree on Service Level Agreements? - February 5, 2013
- Process as an Asset - July 1, 2008
- Metricizing the World - May 6, 2008
