Key process indicators

SLM processes have a number of key process indicators. These key process indicators should cover the progress of implementing the process across the service provider organization, compliance with the process policies, effectiveness of producing the process deliverables, and the efficiency of the execution. A balanced set of metrics will ensure that the process is being measured appropriately and the key areas are covered. Here are some examples of key process indicators:

• The number and percentage of IT services covered by an SLA
• The number and percentage of SLAs supported by OLAs
• The number and percentage of SLAs within agreed targets
• The number of scheduled SLA reviews performed with the customer
• Time from SLR agreement to SLA signing
• The number and percentage of OLAs within agreed targets

It is important for your organization to focus on a few key metrics based on where you are in the maturity of your process. It is recommended...