Dawn Hertz

The International Organization of Securities Commissions (IOSCO) has finalised its guidance setting out IOSCO's expectations for issuers with respect to the presentation of financial measures other than those prescribed by Generally Accepted Accounting Principles (GAAP), so called 'non-GAAP financial measures'. The IOSCO guidance is contained in the Statement on Non-GAAP Financial Measures, which sets out IOSCO's expectations for the presentation of such measures by issuers, including that sufficient information should accompanying non-GAAP financial measures to aid in their understanding and that the measures should be presented transparently and with disclosure of how they are calculated. The statement provides specific expectations in the following broad categories: Defining the non-GAAP financial measure. This encompasses providing a clear explanation of the basis of calculation, clearly labelling measures such that they are distinguished from G

Tips for creating SLA metrics and measuring service performance Build performance measurement into your SLA, when you set it up - consider the following points: 1. Identify the most important SLA outcomes first - and then determine clear metrics to track those outcomes. 2. Create a range of (say 10) simple metrics, such as targets, kpi’s (key performance indicators), that are easily understandable. 3. Ensure the metrics are relevant and match the key business needs of your SLA. 4. Clearly, the metrics should also be measurable/quantifiable and unambiguous. 5. Base your metrics on your specific SLA requirements and needs - rather than readily available data, existing reports, or generic SLA metrics applicable for such services. 6. Design the metrics to measure different performance problems that your SLA / service provider may have. 7. Metrics should be mutually exclusive and not duplicate each other. Each metric should focus on a different potential pro