Why should a service level agreement include bundles of metrics?
A.
To ensure that the service levels have been agreed with customers
B.
To reduce the number of metrics that need to be measured and reported
C.
To ensure that all services are included in the service reports
D.
To help focus on business outcomes, rather than operational result.
The Answer Is:
D
This question includes an explanation.
Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.