Briefly describing the various metrics used to gauge network effectiveness and efficiency in meeting organizational goals.
By: Gul Azeem
This will be a report of briefly providing description the various metrics used to gauge network effectiveness and efficiency in meeting organizational goals. IT organizations turn to outsourcing for any number of reasons, and to fulfill a variety of needs. Whether the goal is to obtain expertise or to reduce costs, to offload application maintenance or help desk operations, outsourcing is here to stay. The typical outsourcing engagement will last for a number of years, and be governed by a contract setting the terms and conditions between the client and outsourcer for the duration of their relationship. To measure whether that relationship is working, and how well, Service Level Agreements are established.
A Service Level Agreement (SLA) is an essential part of any outsourcing project. It defines the boundaries of the project in terms of the functions and services that the service provider will give to its client, the volume of work that will be accepted and delivered, and acceptance criteria for responsiveness and the quality of deliverables. A well-defined and crafted SLA correctly sets expectations for both sides of the relationship and provides targets for accurately measuring performance to those objectives.
The client's level of satisfaction with the perceived level of service provided by the outsourcer captured for each major function through internal and/or external surveys. Ideally, these surveys are conducted periodically by a neutral third party. Although subjective, they are a good double-check on the validity of the other SLA metrics. For example, if an outsourcer meets all specified performance targets, but receives a substandard satisfaction rating, the current SLA metrics are clearly not targeting the right factors.
Existing system management solutions can address the business view of...