KPIs Service Level Management
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ITIL Process: Service Delivery - Service Level Management
| 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 |
