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Service Level Objectives

Establish service level objectives because they provide the standards by which all computer services are judged. Service level objectives indicate to both data center personnel and system users what type of service they should expect. There should be a published statement of service levels for areas such as the highest level of acceptable system outage time, the level of time sharing availability, CICS response time, and so on.

Many audit authorities recommend establishing a procedure for weekly status meetings. All system outages, abends, hardware errors, and other abnormalities should be discussed and then assigned to the proper data center personnel for review and follow‑up. The operator shift log can be a valuable tool in determining system problems.