KPI: Service Level Management

KPI Definition	Unit of Measure	Frequency	Remarks
Customer satisfaction survey	CSAT Rating	Quarterly	This survey would reflect the satisfaction level of the customers. Highlighting customer dissatisfaction (if any), it would also enable focus on the key areas into which the organization must look at to improve satisfaction levels.
The average number of days from the end date of an SLA evaluation term until the date on which the SLA review was performed.	Days	Once per SLA evaluation term	This KPI reflects the accuracy with which SLA review is performed
The number of SLAs for which the customer has not been registered in the service management application.	Number	Monthly	This KPI reflects accuracy of the process to register customers. This number must be zero. A non-zero value of the KPI would mean that all SLA performance for the customer is not being tracked and reported.
Number of Services not covered by effective OLAs	Number		This KPI highlights the number of Services where SLAs are backed up by corresponding OLAs vis-à-vis the total number of services being offered. Ideally the value of this KPI must be zero. Note: Effective OLA means that the conditions in the OLA has to be at least same as that in SLA (to effectively meet the committed SLAs) if not more stringent.
Number of vendors with whom the organization does not have SLAs	Number	Quarterly	This KPI highlights the inefficiency of Service Level Management process. SLA should be there with all vendors.
Number of Services not covered by effective UCs	Number		This KPI highlights the number of Services where SLAs are backed up by corresponding UCs vis-à-vis the total number of services being offered. Value of this KPI must be zero. Note: Effective UC means that the all conditions in the UC have to be more stringent than that in SLA (to effectively meet the committed SLAs and pass on a more stringent penalty than that committed in SLA for UC violation).
Number of Services/ SLAs where the agreed service levels are breached			This KPI highlights that either the organization is incapable to meet the committed SLA or are not being able to meet it despite having the capability. It would accordingly enable to focus in identify and implementing corrective actions. SLA should ideally be reworked with the customer if the IT organization is incapable to meet the same.