Published: 10 September 2008
Analyst(s): Eric Siegel
Key performance indicators (KPIs), which include service level indicators (SLIs), can show whether performance goals are being met. This report by Senior Analyst Eric Siegel combines and updates the Methodologies and Best Practices (MBP) documents "Key Performance Indicators for Enterprise Networks" and "Enterprise SLAs: Lessons Learned." It discusses the use of KPIs in Service Level Agreements (SLAs) and for rapid incident classification, giving precise definitions and statistical treatments (especially for the classical networking technical KPIs of latency, jitter, availability, and workload) along with best practices for their implementation.
Introduction and Scope
KPI Selection and Use
Standard Network-Level KPIs
Implementing and Managing KPIs
Related Research and Recommended Reading
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