Question

Which asset is created to illustrate the linkage between BOI, KPI, SLA and SLA+ and provide visibility in choosing the right metrics?

Answer 1

Answer:

SLAs (service level agreements) are notoriously difficult to measure, report on, and meet. They can also be difficult to configure and change in many service desks. Still, it’s important to track your performance against top objectives, and SLAs provide a great opportunity to improve customer satisfaction.