Service Level Expectation
Definition of Service Level Expectation
Service Level Expectation is a forecast for the number of days it will take to complete a work item once it has started.
Pronunciation Spelling
SER-vis LEH-vuhl eks-pek-TAY-shun
Example Sentence
As the work item age approached the Service Level Expectation, team collaboration intensified to finish it.
Significance
Understanding “Service Level Expectation” aids agile practitioners in establishing and achieving realistic expectations.
The Service Level Expectation (SLE) comprises two elements: a timeframe and a probability. Teams leverage this metric to monitor the current age of work in progress, identifying items needing attention to meet SLE. This approach maintains workflow, preventing code from stagnating and turning stale. SLEs also enable teams to communicate probabilistic finish times to stakeholders, sidestepping deterministic thinking and the pitfalls of deadline-driven development.
Additional Resources
- Kanban Service Level Expectations and How to Use Them in Scrum
- 4 Key Flow Metrics and How to Use Them in Scrum’s Events
- Drunk Agile: Episode 01 - Story Points
- Practical Kanban: From Team Focus to Creating Value
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