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Practical Service Level Management: Delivering High-Quality Web-Based Services by Eric Siegel, John McConnell

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Measurement Granularity

The SLA must describe the granularity of the measurements. There are three related parts to that granularity: the scope, the sampling frequency, and the aggregation interval.

Measurement Scope

The first consideration is the scope of the measurement, and availability metrics make an excellent example. Many providers define the availability of their services based on an overall average of availability across all access points. This is an approach that gives the service providers the most flexibility and cushion for meeting negotiated levels.

Consider if your company had 100 sites and a target of 99 percent availability based on an overall average. Ninety-nine of your sites could have complete availability (100 percent) while ...

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