Question

A service level manager is designing metrics for a new customer-facing web portal. The IT director suggests reporting only on server uptime because it is easy to measure and consistently shows 99.9%. The service level manager is concerned this will not reflect the customer's actual experience of using the portal. Which approach best aligns with good service level management practice?

Accepted Answer

Measure and report against outcomes that matter to customers, such as end-to-end transaction success and page response times as experienced by users

Answer

Report only server uptime, since it is objective, easy to gather, and consistently high

Answer

Add as many technical component metrics as possible so the report is comprehensive and detailed

Answer

Rely on internal team judgement each month rather than defining agreed measurements