Service Quality and Performance Development::Service Performance Development

Service Performance Development Aggregate Function enables to define the strategy and policy concerning supervision at service level, that is to say the indicators to calculate, to measure service performance and quality, and the conditions of alarm activation.<br/>It includes:<br/>• definition of indicators associated to the service types (declension of the pattern metrics at the service level), with thresholds, calculation rules and consequences<br/>     • example: rate of not cut communications (=maintained 2 minutes), availability indicator<br/>• definition of the alarm setting off rules <br/>• definition of severity and risk level evaluation rules <br/>     • internal rule with regard to the area of the impact<br/>     • rule linked to the contract (SLA)<br/>          • bringing constraints on the interruption slot or requiring to plan the interruption with the customer in the case of scheduled works.<br/>