KPIs Service Level Management

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ITIL KPI's Service Level Management


ITIL Process: ITIL 2011 Service Design - Service Level Management

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

 

 

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

 

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