KPIs Service Level Management: Difference between revisions
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Image:ITIL-Wiki-deutsch.jpg|right|ITIL KPI's Service Level Management | |||
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Key Performance Indicators for [[Service Level Management]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]. | |||
'''ITIL | → Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Service Level Management</b></span> | |||
|- | |- | ||
! | !style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI) | ||
! | !style="background:#facc6a; width:65%" | Definition | ||
|- | |- | ||
| | |Services covered by SLAs | ||
|Number of | |Number of services covered by SLAs | ||
|- | |- | ||
| | |Services covered by OLAs/ UCs | ||
|Number of | |Number of Services where SLAs are backed up by corresponding OLAs/ UCs | ||
|- | |- | ||
|Monitored SLAs | |Monitored SLAs | ||
|Number of monitored SLAs, where weak-spots and counter-measures are reported | |Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported | ||
|- | |- | ||
|SLAs under Review | |SLAs under Review | ||
|Number of SLAs which are regularly reviewed | |Number of Services/ SLAs which are regularly reviewed | ||
|- | |- | ||
|Fulfilment of Service Levels | |Fulfilment of Service Levels | ||
|Number of | |Number of Services/ SLAs where the agreed service levels are fulfilled | ||
|- | |- | ||
|Number of | |Number of Service Issues | ||
|Number of | |Number of issues in the service provision, which are identified and addressed in an improvement plan | ||
|} | |} | ||
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[[Category:ITIL V3|KPIs Service Level Management]] | |||
[[Category:ITIL 2011|KPIs Service Level Management]] | |||
[[Category:KPI (ITIL)|Service Level Management KPIs]] | |||
[[Category:Service Design|KPIs Service Level Management]] | |||
[[Category:Service Level Management|KPIs Service Level Management]] | |||
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Latest revision as of 16:34, 17 June 2019
Key Performance Indicators for Service Level Management from the ITIL Process Map.
→ Back to: ITIL Key Performance Indicators
| 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 |
