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GPS » Topics » Attributes of the SLA Metrics

This excerpt taken from the GPS 10-Q filed Jun 9, 2009.

Attributes of the SLA Metrics

The following information is provided for each Metric.

 

Attribute

   

Description

Metric Number/Name    The number and name of the Metric.
Metric Description    A general description of the Metric.
Source    This describes the source of base data for the Metric.
How Measured    As applicable, this discusses how the data are to be used and the parameters of any formula. If not monitored continuously and calculated once for the entire measurement period, this section will describe the frequency of measurement.
Measurement Interval    The period for which performance is calculated under the Metric.
Reporting Interval    The frequency with which the IBM reports results of the Metric to the Gap.
Schedule    The service timeframes covered by the Metric
Target    This is the mutually agreed upon Expected Service Level performance for the Metric.
Measurement methodology    Describe the proposed SLA measurement methodologies providing how, what, when, where, etc. details from the source data collection / monitoring, through * and other tools to a final repository of information --- include any necessary manual inputs.
Assumptions    Identify all assumptions of the proposed metrics collection methods (anything that you assume in the absences of needed information that is essential to you decisions on the methodology).
Constraints    Identify all constraints of the proposed metrics collection methodology (any limitations or factors that limit or affect the metric methodology).
Tools    Identify the tools required for data collections and/or monitoring.
Methods    Identify manual versus automated methods in what was described above.
Reporting Methods    In addition to the data collection (measurement) tools, what other tools will be used to generate the required reporting for SLA/QPM, Tech Services Reports, etc.
Comments    Any other data necessary to explain the above.

 

Exhibit B.3    Gap/IBM Confidential and Proprietary Information    1

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This excerpt taken from the GPS 10-K filed Mar 28, 2006.

Attributes of the SLA Metrics

The following information is provided for each Metric.

 

Attribute

   

Description

Metric Number/Name

    The number and name of the Metric.

Metric Description

    A general description of the Metric.

Source

    This describes the source of base data for the Metric.

How Measured

    As applicable, this discusses how the data are to be used and the parameters of any formula. If not monitored continuously and calculated once for the entire measurement period, this section will describe the frequency of measurement.

Measurement Interval

    The period for which performance is calculated under the Metric.

Reporting Interval

    The frequency with which the IBM reports results of the Metric to the Gap.

Schedule

    The service timeframes covered by the Metric

Target

    This is the mutually agreed upon Expected Service Level performance for the Metric.

Measurement methodology

    Describe the proposed SLA measurement methodologies providing how, what, when, where, etc. details from the source data collection / monitoring, through Peregrine and other tools to a final repository of information --- include any necessary manual inputs.

Assumptions

    Identify all assumptions of the proposed metrics collection methods (anything that you assume in the absences of needed information that is essential to you decisions on the methodology).

Constraints

    Identify all constraints of the proposed metrics collection methodology (any limitations or factors that limit or affect the metric methodology).

Tools

    Identify the tools required for data collections and/or monitoring.

Methods

    Identify manual versus automated methods in what was described above.

Reporting Methods

    In addition to the data collection (measurement) tools, what other tools will be used to generate the required reporting for SLA/QPM, Tech Services Reports, etc.

Comments

    Any other data necessary to explain the above.

 

Exhibit B.3

    Gap/IBM Confidential and Proprietary Information        Page 1 of 76

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EXCERPTS ON THIS PAGE:

10-Q
Jun 9, 2009
10-K
Mar 28, 2006

RELATED TOPICS for GPS:

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