Sets targets for service levels grounded in the business (one or more measures stating the service quality expected or achieved) and makes sure delivery is assessed, monitored and managed against them. It builds a shared understanding of services and targets with customers; achieves the agreed levels by gathering, analysing, storing and reporting the right measures; holds service reviews to confirm services still meet needs; and records and reports service issues, including results against targets. Service level agreements are written agreements that have to be tied to a defined service in the catalogue; should relate to outcomes, not only operational measures (bundles that include customer satisfaction and business results); should reflect real agreement among all stakeholders; and should be plainly written, steering clear of the 'watermelon' SLA whose measures show green while the customer's experience is red. It calls for skills in business analysis, liaison with the business, commercial management and managing relationships. Inputs come from engaging customers with open questions and listening, from surveys and key business measures, and from operational and business metrics. It gives portfolio planning performance trends, drives improvement from feedback and requirements, keeps customers and users involved through feedback and reviews, feeds design and transition, sets objectives for components and measurement in obtain/build, and passes objectives to operations while gathering their feedback.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.