MOF Service Level Management

5 KPIs

% of reviewed SLAs

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

% 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]

Average delay in SLAs review

average(SLA review delay)

Average penalty costs per SLA

[total SLA penalties paid] divided by [total number of SLAs]