Automated sla performance targeting and optimization

A method comprising:

• measuring, over a service period, at least one service level related to a provision of service;
• providing a plurality of performance criteria, each criterion related to the measuring of the at least one service level;
• creating a commitment including:
• establishing at least one service level goal including:
• choosing a performance criterion;
• setting a target for the performance criterion;
• and
• setting a comparison technique for the target, and
• associating the at least one service level goal with the commitment,
• generating a performance report for the service period based on the commitment and the at least one service level;
• creating a goal analysis for each service level goal of the commitment, the goal analysis including an evaluation of the target to the service level related to the performance criterion according to the comparison technique;
• and
• incorporating the goal analysis for each service level goal into the performance report.

A system, comprising:

• a service provider network including at least one network device receiving service therefrom according to an actual level of service;
• a database containing at least one commitment and at least one service level measurement for a service period;
• a monitoring device configured to collect the at least one service level measurement pertaining to the at least one network device;
• and
• a report processor communicatively coupled to the database configured for creating a performance report including:
• determining the actual level of service provided for the service period based on the at least one measurement;
• comparing the service level agreement to the actual level of service;
• and determining a missed goal for the service period based on the actual level of service not realizing the service level goal.