Application Response Time SLA's: Lessons Learned by a Major Outsourcer
Joel Trammell · 2006
This presentation provides an overview of the lessons learned by a major US-based outsourcer when faced with the challenge of measuring and reporting on end user response times, to satisfy contractual service level agreement (SLA) commitments, for the mission-critical applications of its largest client, a US automobile manufacturer. The presentation explains the reasons for adopting what was then a new technological approach to meet this challenge and the response time metrics that the outsourcer and its client determined would be used to measure service level compliance.