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 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
