IT Service Levels

% 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)