KPIs Service Level Management
From IT Process Wiki
<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 V3 Service Design - Service Level Management
Source: Key Performance Indicators for ITIL Service Level Management from the ITIL Process Map V3
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Service Elements in SLAs | Number of service elements included in SLAs |
| Service Elements with OLAs/UCs | Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs |
| Monitored SLAs | Number of monitored SLAs, where weak-spots and counter-measures are reported |
| SLAs under Review | Number of SLAs which are regularly reviewed |
| Fulfilment of Service Levels | Number of SLA elements where the agreed service levels are fulfilled |
| Number of Shortcomings | Number of shortcomings in the service provision, which are identified and addressed in an improvement plan |
→ back to: ITIL Key Performance Indicators
