What factors should I consider when setting metrics for a service level agreement?
為服務水準協議設定指標時應考慮哪些因素？
There are a number of factors to consider when setting metrics for your service level agreement. They include the following:
Motivate with metrics. Metrics should motivate both parties to work collaboratively and encourage appropriate behavior
Agree to metrics that are within the control of the service provider.
Choose metrics that can easily be collected and quantified.
Set a proper baseline from which to begin the contract.
Try to agree on a manageable number of metrics. Too many and it will become difficult to oversee.
Ensure all metrics are very clearly defined.
在為您的服務水準協議設定指標時，需要考慮許多因素。其中包括以下各項：
以指標激勵。指標應激勵雙方協同工作並鼓勵適當的行為
同意服務供應商控制範圍內的指標。
選擇可以輕鬆收集和量化的指標。
設定合適的基準來開始履行合約。
嘗試就可管理數量的指標達成一致。太多的指標將變得難以監督。
確保非常明確地定義所有指標。