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Service Level Targets

What is a Service Level Target?

A service level target (SLT) is designed to measure the performance of a system. The term SLT is normally used to refer to the expected delivery time of the service. In the case of Application Delivery SLT's will be defined for the following categories.

Application Delivery (This applies to Windows and Linux Managed Desktops)

We are concerned here with the time taken to make an application available. When an application is requested we will ask for a time when the application needs to be available. We will then measure the actual time taken to deploy the application. The SLT will be breached when the time taken to deploy the application exceeds the time between the application request and when it is needed.

Updates

The Application Delivery Service is responsible for providing updates to managed Windows computers. Updates will be released to managed computers as soon as practical after their release and will install on the Thursday night maintenance windows or on the next login.

Incidents

Incidents are logged through a call logging system and metrics are gathered here. Normal IT Services SLT's apply to the Application Delivery Service: 4 days for a priority 3 call, 8 hours for a priority 2 call and a 4 hour response for a priority 1 call. The SLT will be breached if the time taken to resolve the incident exceeds the time allowed for a given priority.

Service Requests

Service Requests are logged through a call logging system and metrics are gathered here. Normal IT Services SLT's apply to the Application Delivery Service except where a service request has a specified SLT of it's own: 4 days for a priority 3 call, 8 hours for a priority 2 call and a 4 hour response for a priority 1 call. The SLT will be breached if the time taken to resolve the incident exceeds the time allowed for a given priority.

NB: All SLT's are working day.