From the course: IT Service Management Foundations: Measures and Metrics
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Utility, warranty, and experience - ITIL Tutorial
From the course: IT Service Management Foundations: Measures and Metrics
Utility, warranty, and experience
- In the last lesson, we discussed success factors and KPIs. In this lesson, I want to dive a bit deeper into these metrics by discussing the three categories of characteristics that we're trying to measure using these KPIs. These are known as utility, warranty and experience. These three are going to be fully described and detailed in our service-level agreements. Now, what is a service-level agreement? Well, if we break down each of those words, we can see exactly what an SLA is. An SLA is service, it's going to define the scope of this agreement. It has level in it because we have to define the characteristics of the service and the agreed upon metrics and targets for each of those characteristics. What is that service-level? And then we have an agreement, right? Because it is something that we are going to cover all the terms and conditions of the service provision and the service consumption. And so when we get a…
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