SERVICE LEVEL MANAGEMENT: 4.7 Key Performance Indicators and metrics for

4.7 Key Performance Indicators and metrics for SLM efficiency and effectiveness

The following Key Performance Indicators (KPIs) and metrics can be used to judge the efficiency and effectiveness of the SLM processes and function:

what number or percentage of Services are covered by SLAs?
are Underpinning contracts and OLAs in place for all SLAs and for what percentage?
are SLAs being monitored and are regular reports being produced?
are review meetings being held on time and correctly minuted?
is there documentary evidence that issues raised at reviews are being followed up and resolved (e.g. via an SIP)
are SLAs, OLAs and underpinning contracts current and what percentage are in need of review and update?
what number or percentage of Service targets are being met and what is the number and severity of service breaches?
are service breaches being followed up effectively?
are service level achievements improving
are Customer perception statistics improving?
are IT costs decreasing for services with stable (acceptable but not improving) service level achievements?

Hints and tips

Don't fall into the trap of using percentages as the only Metric. It is easy to get caught out when there is a small System with limited measurement points (i.e. a single failure on a population of 100 is only 1%, a single failure on a population of 50 is 2% - if the target is 98.5 % then the SLA is already breached. Always go for a number of Incidents rather than a percentage on populations of less than 100 and be careful what targets are accepted. This is something some organisations have learned the hard way!