KPIs Service Level Management: Difference between revisions

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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 Process''': [[Service Delivery]] - [[Service Level Management]]
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


<p>&nbsp;</p>
<p>&nbsp;</p>


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|+style="background:#ffffff;"|<span style="color:#013b5e; font-size: 120%;"><b>KPIs Service Level Management</b></span>
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Service Elements in SLAs
|Services covered by SLAs
|Number of service elements included in SLAs
|Number of services covered by SLAs
|-
|-
|Service Elements with OLAs/UCs
|Services covered by OLAs/ UCs
|Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs
|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 SLA elements where the agreed service levels are fulfilled
|Number of Services/ SLAs where the agreed service levels are fulfilled
|-
|-
|Number of Shortcomings
|Number of Service Issues
|Number of shortcomings in the service provision, which are identified and addressed in an improvement plan
|Number of issues in the service provision, which are identified and addressed in an improvement plan
|}
|}
<p>&nbsp;</p>
<p>&nbsp;</p>
<!-- This page is assigned to the following categories: -->
[[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

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ITIL KPI's Service Level Management
ITIL KPI's Service Level Management


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

→ Back to: ITIL Key Performance Indicators

 

 

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

 

 

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