Cobit Define & Manage Service Levels

5 KPIs

% of delivered services not in the service catalogue

% of reviewed SLAs

[number of reviewed SLAs] percentage of [total number of SLAs]

% of service levels (in SLAs) reported in an automated way

% of service levels (in SLAs) that are actually measured

% of SLAs without service level breaches

[number of SLAs without service level breach] percentage of [total number of SLAs]