SLM: Issues with traditional SLM (Part 4)

Consider the following (fake) recommendation for a hotel room: The guaranteed average room temperature is 20 degrees Celcius. Even with a money back guarantee, I would not rent the room. Suppose its 40 degrees during the day and 0 degrees...

Example of SLM issue

This morning, I stumbled upon the following tweet: https://twitter.com/peteskomoroch/status/292140306806231040 It points to a blog post by Peter Skomoroch in which he gives a nice example of the SLM issue we encountered in our last post. I especially liked the part...

SLM: Issues with traditional SLM (Part 3)

Considering further some aspects of (traditional) SLM that should be fixed. The wrong way around The practice of defining (mainly performance-based) KPIs is wide-spread, so wide-spread in fact that often the reasoning is reversed: Instead of measuring a set of...

SLM: Issues with traditional SLM (Part 2)

In our series of posts concerning SLM, SLAs, etc. we have started considering aspects of traditional SLM that lead us astray. We continue with the quantitative versus qualitative discussion. Lack of representativeness The reason for defining metrics and KPIs was...

SLM: Issues with traditional SLM (Part 1)

We introduced some basic aspects of SLM in the previous posts. We now turn to a list of issues with traditional Service Level Management. Quantity instead of Quality In general, it is easier to define a metric or KPI that...

SLM: Introduction (part 4)

We introduced the service level in a previous post. A Service Level can be defined/calculated for one service or a set of services. Service Level Agreement A contract with a service provider typically includes several services. An agreement about each...

SLM: Introduction (part 3)

As mentioned before, lots of data points are gathered and averages are often used to reduce this amount to smaller proportions. The ultimate goal is often to reduce different KPIs to one single number: the service level. Service Level Traditionally,...

SLM: Introduction (part 2)

In the previous post about SLM, we gave some examples of metrics that are often used in the practice of SLM. We now turn to some characteristics of most service level implementations. Averages and Sums One often deals with lots...

SLM: Introduction (part 1)

We start this introduction with some examples of traditional metrics for measuring performance. Examples In what follows, we give some examples of metrics that are traditionally used in SLM in a number of contexts. First, some callcenter metrics: Average time...

Service Level Management: The Series

Service Level Management (SLM) is the practice of managing the service level and making sure its compliant with the level agreed with customers[1]. As indicated by the word level, one often seeks to make sure that service quality and performance...