1. A method, comprising: receiving a measurement for a service; calculating, using a processor, a service level value from the measurement, the service level value calculated according to a formula indicated by a Service Level Agreement; applying an aggregation rule to the service level value to yield an actual service level; comparing the actual service level to a target service level of the Service Level Agreement; returning an amount of deviation between the actual service level and the target service level; and calculating a penalty if the amount of deviation indicates the actual service level fails to meet the target service level, the penalty calculated from a penalty formula that includes the amount of deviation as an input.
1. A method, comprising: receiving a measurement for a service; calculating, using a processor, a service level value from the measurement, the service level value calculated according to a formula indicated by a Service Level Agreement; applying an aggregation rule to the service level value to yield an actual service level; comparing the actual service level to a target service level of the Service Level Agreement; returning an amount of deviation between the actual service level and the target service level; and calculating a penalty if the amount of deviation indicates the actual service level fails to meet the target service level, the penalty calculated from a penalty formula that includes the amount of deviation as an input. 2. The method of claim 1 , wherein the measurement describes the status of a resource, a performance level of a process, or a status of a trouble ticket.