Week 29

In this week's content we will be looking at service levels and metrics: writing measurable commitments through a realistic Level 3 IT context. You will be required to interpret service metrics and compare precise and vague SLA wording before recommending realistic service commitments.

Steps to complete:
1. Rewrite vague SLA promises into measurable commitments with scope and conditions.
2. Compare two fictional service-level statements for measurability, ambiguity and user usefulness.
3. Use the supplied monthly metrics CSV to identify performance patterns and exceptions.
4. Compare in-house and managed-service implications for accountability, expertise, control and cost.
5. Write a 400-word recommendation specifying suitable service measures and explaining trade-offs.
6. Check percentages, time units and words such as “usually”, “guarantee” and “target”.

By the end of the session you should have an SLA-language audit, service-metrics analysis and evidence-based service recommendation.

Week 29 Student Resource Pack

Last Updated
2026-09-14 09:30:33