KPIs Service Level Management: Difference between revisions
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Image:ITIL-Wiki- | Image:ITIL-Wiki-deutsch.jpg|right|ITIL KPI's Service Level Management | ||
default [https://wiki.de.it-processmaps.com/index.php/Kennzahlen_Service_Level_Management diese Seite auf Deutsch] | default [https://wiki.de.it-processmaps.com/index.php/Kennzahlen_Service_Level_Management diese Seite auf Deutsch] | ||
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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]. | |||
''' | → 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> | |||
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! | !style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI) | ||
! | !style="background:#facc6a; width:65%" | Definition | ||
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|Services covered by SLAs | |Services covered by SLAs | ||
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|Number of issues 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 | ||
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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 |
