KPIs Service Level Management: Difference between revisions
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'''ITIL Process''': [[ITIL V3 Service Design]] - [[Service Level Management] | '''ITIL Process''': [[ITIL V3 Service Design|ITIL 2011 Service Design]] - [[Service Level Management]] | ||
'''Source''': Key Performance Indicators for ITIL Service Level Management from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | |||
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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
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! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | 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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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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[[Category:ITIL V3|KPIs Service Level Management]] | [[Category:ITIL V3|KPIs Service Level Management]] | ||
[[Category:ITIL 2011|KPIs Service Level Management]] | |||
[[Category:KPI (ITIL)|Service Level Management KPIs]] | [[Category:KPI (ITIL)|Service Level Management KPIs]] | ||
[[Category:Service Design|KPIs Service Level Management]] | [[Category:Service Design|KPIs Service Level Management]] | ||
[[Category:Service Level Management|KPIs Service Level Management]] | [[Category:Service Level Management|KPIs Service Level Management]] | ||
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Revision as of 12:02, 22 December 2011
<seo metakeywords="kpi service level management, kpis service level management, itil service level management kpi, kpi slm, kpis slm, itil slm kpi" metadescription="Service Level Management (SLM): The most important ITIL KPIs - ITIL Key Performance Indicators." />
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 |
→ back to: ITIL Key Performance Indicators
