Abstract
Software measurement is a topic widely written about in various areas of cost, quality, and schedule adherence. Service levels, sometimes referred to as service level agreements (SLAs), are not as widely written about and therefore, when faced with the task of implementing service levels, most people struggle with how to develop the specific service levels needed and then also how to “operationalize” them. This chapter covers more about operationalizing in the “Operationalizing the Service Level” section. This chapter discusses how to develop service levels from existing software measurements as well as how to construct new service levels that might be needed where there are no existing software measures.
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