Choose measures that motivate good behavior. The first objective of each metric is to motivate the appropriate behavior on behalf of the customer and the service provider. Each side of the relationship will try to optimize its actions to achieve the performance objectives defined by the metrics. First, focus on the behavior you want to motivate. Then, test your metrics by putting yourself in the place on the other side. How would you optimize your performance? Does this optimization support the desired results? As managed services and cloud services become more common, SLAs are evolving to meet new approaches. Shared services, not custom resources, characterize new contractual methods, so service-level commitments are often used to create comprehensive agreements designed to cover all of a service provider`s customers. .