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 part of the relationship will strive to optimize its actions to achieve the performance goals set by the metrics. Focus first on the behavior you want to motivate. Then test your metrics by placing yourself on the other side instead. How would you optimize your performance? Does this optimization support the initially desired results? Typically, these processes and methods are left to the outsourcing company to ensure that such processes and methods can support the SLA agreement. This document identifies the necessary services and the expected level of service between MM/TT/YYYY and MM/TT/YYYY. Customers can establish common metrics for multiple service providers, which take into account the cross-vendor impact and take into account the impact that the vendor may have on processes that are not considered part of their contract. . . .