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5.2.15.1 Service level agreements
Some of the key requirements for successful SLAs include:
• They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
The correct answer is: B. Using bundled metrics to relate performance to outcomes.
Explanation: A successful service level agreement (SLA) should include bundled metrics that provide a holistic view of service performance and relate to the desired outcomes of the service. Bundled metrics consider multiple aspects of service delivery and measure performance in terms of the value and results achieved, rather than focusing solely on individual metrics or single-system-based metrics. By using bundled metrics, the SLA can capture the overall performance and effectiveness of the service in meeting the agreed-upon objectives and outcomes. This approach ensures that the SLA reflects the true value and impact of the service from the perspective of the customer or service consumer.
SLA should be bundled with operational metrics and outcome (eg CX or BOI)
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