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Service Performance Incentives and Penalties
Service Performance Incentives and
Penalties
An SLA may contain a service performance incentives or penalty clauses. These may be written in such a way that provides financial incentives for exceeding service goals penalizes the
service provider if service goals are not met.
Computer Aid, Inc.
1390 Ridgeview Drive
Allentown, PA 18104
United States
(610) 530-5000
www.compaid.com
IT MentorPAGE 3
“CAI’s processes, methodologies, and metrics are invaluable
to our business. Choosing CAI
as our prime application support
partner will reduce our expenses,
saving us over 25% per year in
direct costs.”
Anne Wilms
Vice President and
Chief Information Officer,
Rohm & Haas CompanyService Performance Reporting
Service reports and graphs are must be
produced by service provider for the
customer which communicates the comparison of actual service performance to
service goals. See CAI graph above.
The graph displays IT service performance as compared to all service level
goal metrics for the IT support team.
The graph shows whether the IT resources were either “Within or Outside” performance goal guidelines. This is a simple “Yes –
No” measurement, either the service goals were
achieved or they were not met.
The graph “Y” axis is the percent of all service
level goal metrics. The “X” axis is the performance time-line being measured. Service level
goals “within guidelines” are plotted as a blue
line; elements “outside of guidelines” are plotted as a maroon line. The trend line displays
the performance improvement trend; ideally the
trend line should show increasing improvement
over time. The base Service Improvement Goal
is noted as text at the top right of the graph.
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