Service Level Management

KPIs

Description	Source	How to calculate	How to use it
Service Availability	Monitoring Tools	Percentage of time services are available and accessible	Measure availability and reliability of services
Mean Time to Repair (MTTR)	Incident Management System	Average time taken to restore service after an incident	Measure efficiency of incident resolution process
Mean Time Between Failures (MTBF)	Monitoring Tools	Average time between service failures	Assess reliability and stability of services
Service Reliability	Monitoring Tools	Reliability score of services	Measure uptime and stability of services
Service Response Time	Monitoring Tools	Average time taken to respond to service requests	Measure responsiveness of service delivery
Service Resolution Time	Incident Management System	Average time taken to resolve service requests	Measure efficiency of service resolution process
Service Performance	Performance Monitoring Tools	Performance score of services	Assess performance and responsiveness of services
Service Level Agreement (SLA) Adherence	Service Level Agreement Reports	Percentage of services meeting SLA targets	Ensure compliance with service level agreements
Service Downtime	Monitoring Tools	Total time services are unavailable or disrupted	Assess impact and frequency of service downtime
Service Outage Frequency	Incident Management System	Number of service outages over a certain period	Measure frequency of service disruptions
Service Availability Target	Service Level Agreement	Target availability percentage for services	Define and communicate availability targets for services
Service Desk Response Rate	Service Desk System	Percentage of service requests responded to within SLA	Measure responsiveness of service desk in handling requests
Service Desk Resolution Rate	Service Desk System	Percentage of service requests resolved within SLA	Measure effectiveness of service desk in resolving requests
Service Desk Satisfaction	Customer Satisfaction Surveys	Satisfaction scores from customers on service desk support	Measure satisfaction levels with service desk support
Service Incident Impact	Incident Impact Assessment	Impact of service incidents on business operations	Assess severity and impact of service incidents
Service Change Success Rate	Change Management System	Percentage of successful changes to services	Measure effectiveness of service change management process
Service Change Lead Time	Change Management System	Time taken to implement changes to services	Measure efficiency of service change implementation process
Service Cost per Transaction	Financial Reports	Average cost incurred for processing each service transaction	Assess cost-effectiveness of service transactions
Service Improvement Initiatives	Improvement Initiative Reports	Number and impact of initiatives for service improvement	Track and manage service improvement projects
Service Customer Feedback	Customer Feedback Surveys	Feedback scores from customers on service quality	Gather insights and improve service quality based on feedback