Service Level Agreements 

Recently we have noticed a few posts on the CM newsgroups regarding Service Level agreements for CM. To help assist we have decided to collate a few of our favorites. For the convenience of the ITIL folk, we have split it into some sort of logical grouping i.e. Change Management, Configuration Management & Release Management.

Quick Definition - SLA: A written agreement between a Service Provider and Customer(s) that documents agreed service levels for a service.

Percentile of Changes that have not resulted in Service Degradation

Percentile of Changes that have not lead to Incidents

Percentile of Changes that have lead to unscheduled Service unavailability

Percentile of Changes that have lead to scheduled Service unavailability

Percentile of Changes rolled back due to failed implementation

Percentile of Changes that lead to Service downtime during core SLA service hours

Percentile of Changes reviewed by Change Control Board

Percentile of Unsuccessful Changes

Percentile of Changes conducted in core service hours

Percentile of Changes Conducted outside core service hours

Percentile of Urgent Priority Changes completed within SLA response window

Percentile of Normal Priority Changes completed within SLA response window

Percentile of Routine Priority Changes completed within SLA response window

Percentile of Known Changes that have circumvented agreed Change Control Process

Number of Change Audits (Process Improvement) in Period X

Percentile of hardware systems fully identified/baselined

Percentile of software systems fully identified/baselined

Number of System H/W Audits within period X

Number of System S/W Audits within period X

Percentile of H/W Configuration Management Audits by System

Percentile of S/W Configuration Management Audits by System

Percentile of failed H/W Configuration Management Audits by System

Percentile of failed S/W Configuration Management Audits by System

Percentile of Systems outside agreed Reference Build set

Percentile of released hardware not supported by Spares (i.e. in Definitive H/W Store)

Percentile of released software not mirrored in a SCM Repository (Definitive Software Store)

Percentile of Releases completed within SLA response window

Percentile of Releases breaking Reference Build

Percentile of Releases breaking license agreements

Percentile of Packaged (automated) Releases.

Percentile of failed releases

Percentile of Releases that have included a customer satisfaction review

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