A short while
ago I was asked this question from one of our reader: “I want to set a KPI
around how much of the time we meet the SLA. Like 'meeting the SLA x% of the
time'. Can someone advise what would be that 'x'? What is the common
practice? Is there an industry standard
around this?” I’m going to have to go with the
consultant answer and say it depends.
First, are we talking about a single service to a single customer? Are
we talking about multiple services to multiple customers or somewhere in between
those two extremes?
Your SLAs
should include details of the anticipated performance that your customer
expects. First thing you need to do is
discuss with your customer what are the levels of utility and warranty
they are expecting? Then document and agree these targets are reachable given
the resources that are at your disposal and any constraints that may be
discovered. The requirements for functionality (utility) should be defined by
your BRM process and documented in the SLR document.
When you say
that we want to meet SLA x% of the time, there are many factors that could have
an impact on your ability to meet or not meet that target. How well are these
services documented in your service portfolio and catalog? How mature is your
Service Level Management process, Incident and Problem Management processes? How often do you have to allow for changes to
services, which could possibly impact the availability of your service? These and other factors can have a distinct
impact on meeting SLAs. So here are a couple
of KPIs you might want to explore:
- KPI: Total number and percentage increase in the number of SLAs in place
- KPI: Percentage increase in SLAs agreed against operational services being run
- KPI: Frequency of service review meetings
- KPI: Reduction in average response time to outages and incidents
- KPI: Reduction in outstanding (unresolved) problems for services being delivered
- KPI: Percentage increase on issues being raised at service and SLA review meetings that are being followed up on and resolved
- KPI: Increase in number of services with timely reports and active service levels
I hope this
will be enough to get you started and stay busy for a while. Good luck!
For more information on KPIs and SLAs, consider ITSM Academy's ITIL Foundation and check out our Free Resource Center
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