A service delivery target (SDT) defines the average amount of time taken for completion of an order of a particular type. It is used as an indicator of roughly how long an order of a particular type is expected to take on average.
Factors taken into account to determine SDT's are:
- Average provisioning time of previous orders of the same type
- Weekends and National Public Holidays
Factors not taken into account in an SDT is:
- Quoting and pre-order-confirmation discussion and negotiation
- Paperwork / contract completion and return
- Invoicing and payment turnaround for setup invoices
- Customer requested delay / offset
- External factors such as MSD's (Mass service disruptions)
- Natural disasters
- Incorrect order information
- Non-standard complexity of orders
Due to the number of variables outside of the scope of the SDT, it should be used as a guide only and should only be described as a rough estimate, never as a guarantee either verbally or contractually.
