Re: Service Level Agreement

["James W. Kilgore" <eMail@xxxxxxxxxxxxxxxxxxx>]

Ken,

When it comes to measuring performance I like using visual aids.

Here's the "low tech" way that absolutely noone can argue with:

You get yourself a stopwatch.  One of those where one rotation around
the face equals one second.  You also get yourself a good video camera.

Now you put the user down at their station, you hang the stop watch just
over the top of the CRT and start it running.  You place the video
camera just over the shoulder of the user so that you can see the entire
screen, especially the II X or whatever indicates "input inhibited" and
the stop watch.

You record the activity of the application.  Later you play it back
frame by frame and you can see when the input inhibited indicator comes
on and when it goes off.  The time on the stop watch is your system
response time.

No arguments. No "it -seems- slower" or BS from them or you.

Just the facts.

IMHO, a service level agreement is just one side of a two sided coin. 
You agree to provide subsecond response time and management agrees to
provide you with the equipment to deliver.  Otherwise, what you've got
is what they get.

"Graap, Ken" wrote:
> 
> Hello -
> 
> We are in the process of developing a Service Level Agreement with our
> users.
>
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