Operations / Service & Support
SLA Attainment SLA
The share of work that met its promised service target, but "met" depends on which clock you run and when you pause it.
The fork, why two teams get different numbers
Several forks stack.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: ITIL/ITSM service-level conventions ยท contact-center operations practice