Service Level Objective (SLO): A negotiated document that defines the service that will be delivered to a Customer in qualitative terms, although a small number of Key Performance Indicators (KPIs) might also be defined. SLOs are increasingly being preferred, certainly, to Service Level Agreements (SLAs) because they provide a clearer understanding of the true nature of the service being offered, focusing on the contribution of the service to the business value chain. Best practice suggests that the business representative should initially draft SLOs.
See also: TBD
© Crown Copyright with Value Added Product Status.