How do you measure SLA of systems?
I have a tool that logs and reports on system up time via pings , but i'm looking for something to log and manage my SLA of systems. What do you suggest? Some examples are below.
1) A print job SLA is 10 seconds to print per page, but now it is taking an average of 15 seconds.
2) An e-mail SLA from inbound to desktop is 5 seconds to hit the filters, make it through the email servers, and to the users desktop. Now it is taking 20 seconds.
1) A print job SLA is 10 seconds to print per page, but now it is taking an average of 15 seconds.
2) An e-mail SLA from inbound to desktop is 5 seconds to hit the filters, make it through the email servers, and to the users desktop. Now it is taking 20 seconds.
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1) A print job SLA is 10 seconds to print per page, but now it is taking an average of 15 seconds.
Then you are not in compliance with your SLA and have to investigate why. a print job is not something that is easily repeatable in the field as there are too many variables in play.. length of job, print queue depth, network congestion, printers internal queue depth.
2) An e-mail SLA from inbound to desktop is 5 seconds to hit the filters, make it through the email servers, and to the users desktop. Now it is taking 20 seconds.
Same problem with repeatability. and too many factors in play here. Email is problematic since part of the equation is totally outside of your control.. the message can be sent but either not accepted temporarily by the receiver and also depends upon their workload