ITIL Service level management

% of delivered services not in the service catalogue

% of fully documented SLAs

% of reviewed 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

% 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

% of SLAs without service level breaches

% of vendor services delivered without agreed service targets

% on-time service level changes

Average delay in SLAs review

Average penalty costs per SLA

Number of outstanding actions of last SLA review

Total service delivery penalties paid