Metrics & KPIsIT Service Levels
34 KPIs
% incidents solved within SLA time
% of availability SLAs met
% of delivered services not in the service catalogue
% of fully documented SLAs
% of outage due to changes (planned unavailability)
% of response-time SLAs not met
% of reviewed SLAs
% of service levels (in SLAs) reported in an automated way
% of service levels (in SLAs) that are actually measured
% of service requests resolved within an agreed-upon period of time
% of services covered by SLA
% of SLA breaches caused by underpinning contracts
% of SLAs in renegotiation
% of SLAs requiring changes
% of SLAs under Review
% of SLAs with an assigned account manager
% of SLAs without service level breaches
% of vendor services delivered without agreed service targets
% on-time service level changes
Availability
Availability (excluding planned downtime)
Average delay in SLAs review
Average penalty costs per SLA
Cost of service delivery
Cost of SLAs
Deviation of planned budget for SLA
Downtime
Mean Time to Repair (MTTR)
Mean-time between failure (MTBF)
Number of outstanding actions of last SLA review
Number of SLA breaches due to poor performance
Ratio of Incidents to Staff
Total service delivery penalties paid
Unit costs of IT service(s)