Service Level Management Metrics

Service Level Management Activate This Model (Enter Yes or No)? Yes        
                     
Operational Metrics     Possible Metric Sources      
  Overall Customer Satisfaction Rating 1.0   Customer Surveys          
  Number Of Services Delivered To Customers/Business (SLAs) 1   Service Catalog/SLM Database        
  Number Of Services Without SLAs 1   SLM Database          
  Number Of Internal Services Supporting SLAs (OLAs) 1   SLM Database          
  Number Of Internal Supporting Services Without OLAs 1   SLM Database          
  Number Of Supporting Services Delivered By Vendors 1   SLM Database/Procurement Contract Files      
  Number Of Vendor Delivered Services Without Agreed Service Targets 1   SLM Database/Procurement Contract Files      
  Total Service Penalties Paid $1   SLM Database/Accounts Payable Files      
  Total Number Of SLA Service Targets 1   SLM Database/Service Level Agreements      
  Total Number Of SLA Service Targets Breached 1   SLM Database/Service Level Reports      
  Number Of SLAs Operating Without Service Owners 1   SLM Database          
  Service Level Management Tooling Support Level 1.0   CMMI Tool Ratings or Tool Surveys      
  Service Level Management Process Maturity 1.0   Process Assessment Results        
                     
Tolerance Levels Target Level Warning Level          
  Overall Customer Satisfaction Rating 9.0   8.0            
  SLA Coverage Rate 90.0%   80.0%            
  OLA Coverage Rate 90.0%   80.0%            
  Percent Of Vendor Services Delivered Without Agreed Service Targets 1.0%   2.0%            
  Total Service Penalties Paid $1   $2            
  Percent Of SLA Service Targets Adhered To 90.0%   80.0%            
  Percent Of SLAs With Responsible Service Owners 90.0%   80.0%            
  Service Level Management Tooling Support Level 2.0   1.0            
  Service Level Management Process Maturity 2.0   1.0            
                     
Key Performance Indicators (KPIs)     Question To Be Answered      
  Overall Customer Satisfaction Rating 1.0   How do customers perceive the quality of the services we are delivering?
  SLA Coverage Rate 0.0%   What percent of the services we deliver have formally been agreed to?
  OLA Coverage Rate 0.0%   What percent of our internal supporting services operate with formal agreements?
  Percent Of Vendor Services Delivered Without Agreed Service Targets 100.0%   What percent of our supporting services are delivered without agreed service targets?
  Total Service Penalties Paid $1   How much are we paying in service penalties?    
  Percent Of SLA Service Targets Adhered To 0.0%   How well have we met our SLA service targets?    
  Percent Of SLAs With Responsible Service Owners 0.0%   What percent of our delivered services do not have assigned service owners?
  Service Level Management Tooling Support Level 1.0   How well does our current tool set support Service Level Management activities?
  Service Level Management Process Maturity 1.0   How good is our Service Level Management Processes?  
                     
Critical Success Factors Target Level              
  Deliver IT Services As Agreed To By Customers And The Business Low   1 1 1 0 3    
  Manage The Business/User Interface Low   1 1 1 0 3    
  Provide Services At Acceptable Cost Medium   1 1 0 0 2    
  Manage Quality Of IT Services In Line With Business Requirements Low   1 1 1 0 3    
                     
                     
    Service Level Management Impact Analysis  
                     
                Add Results To Dashboard?
                     
      Customer   Capability   Operational   Financial  
      Medium   Medium   Low   Medium  
                     
      11.0   5.0   6.0   2.0  
      4   2   2   1  
                     
        High
 
Legal Exposure
        None   Service Outages
        High   Rework
        High   Waste
        High   Delayed Solutions
        None   Slow Operational Processes
        None   Security Breaches
        High   Inaccurate Information
        High   Slow Turnaround Times
        High   Unexpected Costs
        Medium   Higher or escalating costs
        High   Low Employee Morale
        High   Slow Response To Business Needs And Changes
        High   Unwanted PR Exposure
        Medium   Dissatisfied Customers
        High   Dissatisfied Suppliers
        Medium   Inability to scale
        High   Fines and Penalties
        High   High Levels Of Non-Value Labor
        Medium   Loss of Market Share
        Medium   Loss of Revenue/Sales
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