KPIs Service Level Management

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ITIL KPI's Service Level Management


Key Performance Indicators for Service Level Management from the ITIL Process Map.

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KPIs Service Level Management
Key Performance Indicator (KPI) Definition
Services covered by SLAs Number of services covered by SLAs
Services covered by OLAs/ UCs Number of Services where SLAs are backed up by corresponding OLAs/ UCs
Monitored SLAs Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
SLAs under Review Number of Services/ SLAs which are regularly reviewed
Fulfilment of Service Levels Number of Services/ SLAs where the agreed service levels are fulfilled
Number of Service Issues Number of issues in the service provision, which are identified and addressed in an improvement plan