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ITIL Service level management

19 KPIs

% of delivered services not in the service catalogue
% of fully documented SLAs
[number of fully documented SLAs] percentage of [total number of SLAs]
% 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 services covered by SLA
[number of services provided under SLA] percentage of [total number of provided services]
% of SLA breaches caused by underpinning contracts
% of SLA reviews conducted on-time
% of SLAs in renegotiation
% of SLAs requiring changes
% of SLAs under Review
% of SLAs with an assigned account manager
[number of SLAs with assigned account manager] percentage of [total number of SLAs]
% of SLAs without service level breaches
[number of SLAs without service level breach] percentage of [total number of SLAs]
% of vendor services delivered without agreed service targets
% on-time service level changes
Average delay in SLAs review
average(SLA review delay)
Average penalty costs per SLA
[total SLA penalties paid] divided by [total number of SLAs]
Number of outstanding actions of last SLA review
Total service delivery penalties paid