KPIs Service Level Management: Difference between revisions
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'''ITIL Process''': [[ITIL | '''ITIL Process''': [[ITIL 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] | '''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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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
Revision as of 11:59, 14 July 2013
ITIL Process: ITIL 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
