Why should a service level agreement include bundles of metrics?
Why should a service level agreement include bundles of metrics?
A service level agreement should include bundles of metrics to help focus on business outcomes, rather than operational results. This approach ensures that the metrics used are aligned with the broader objectives of the business, providing a more comprehensive assessment of service performance. By focusing on business outcomes, it becomes easier to see the overall impact of the service on organizational goals, rather than just tracking individual operational metrics.
5.2.15.1 - 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.