Service-level objective

Service Level Objectives are objectives within an Service Level Agreement detailing specific key expectations for that service. Service Level Objectives must be: - Attainable; the target service levels defined in an SLA have to reflect reality - Measurable; technical and/or procedural solutions need to be in place in order to measure compliance with the Service Level Objectives - Meaningful/understandable; the Service Level Objectives need to be on the level of business purposes and not denote technical specificity - Controllable; the outsourcing partner takes responsibility for the services it provides - Mutually acceptable; both Rabobank and the outsourcing partner need to agree on the Service Level Objectives - Cost effective; Service Level Objectives shouldn’t be to expensive to measure