Lakeside Software: Explaining and Expanding the SLA Conversation
Service Level Agreements (SLAs) come in many forms and descriptions in life, promising a basic level of acceptable experience. Typically, SLAs have some measurable component, i.e. a metric or performance indicator.
Take, for example, the minimum speed limit for interstates. Usually, the sign would read “Minimum Speed 45 mph”. I always thought the signs existed to keep those who got confused by the top posting of 70 mph (considering that to be the minimum) from running over those who got confused thinking 45 mph to be the maximum.
It turns out the “minimum speed” concept is enforced in some states in the U.S. to prevent anyone from impeding traffic flow. For those who recall the very old “Beverly Hillbillies” TV show, I’ve often wondered if Granny sitting in a rocking chair atop a pile of junk in an open bed truck, driving across the country might be a good example of “impeding the flow of traffic” at any speed. Although, from the looks of the old truck, it probably couldn’t manage the 45 mph minimum either.
In the world of IT, there are all sorts of things that can “impede the flow” of data transfer, data processing, and/or data storage. While there’s nothing as obvious as Granny atop an old truck, there are frequently Key Performance Indicators (KPIs) that could indicate when things aren’t going according to plan.
Historically, IT SLAs have focused on a Reliability, Availability, and Serviceability (RAS) model. While not directly related to specific events/obstacles to optimum IT performance, RAS has become the norm:
Read the entire article here, Explaining and Expanding the SLA Conversation
via the fine folks at Lakeside Software.