Build performance measurement into your SLA, when you set it up - consider the following points:
1.
Identify the most important SLA outcomes first - and then determine clear metrics to track those
outcomes.
2.
Create a range of (say 10) simple metrics, such as targets, key performance indicators (KPI’s) that
are easily understandable.
3.
Ensure the metrics are relevant and match the most important business needs of your SLA.
4.
The metrics should also be measurable / quantifiable and unambiguous.
5.
Base your metrics on your specific SLA requirements and needs - rather than readily available
data, existing reports, or generic SLA metrics applicable for such services.
6.
Design the metrics to measure different performance problems that your SLA / service provider
may have.
7.
Metrics should be mutually exclusive and not duplicate each other. Each metric should focus on a
different potential problem.
8.
The metrics should be comprehensive enough, such that if your service provider fails to meet the
required performance, at least one of the metrics will be triggered.
9.
Review and test the metrics, to confirm they will pick up the undesirable problems.
10.
Agree the metrics between both parties – service provider and customer
11.
For each Service Level metric include:
o
a reference name
o
a description
o
measurement parameters eg data sources
o
calculation formula and frequency
o
a baseline performance
o
the required performance or target, from a service provider
o
remedies and penalties for poor or non-performance eg monetary credits
o
any specific exclusions / exceptions
12.
Set up an automatic monitoring of the metrics, wherever possible.
13.
Set up alerts for exception reporting.
14.
Monitor performance (metrics) on a regular basis. Make it one of your regular daily or weekly
tasks.
15.
Raise any performance issues at your regular service review meetings.
16.
Review metrics and when required amend them, to ensure they continue to be relevant to your
service needs.
For more Service Level Agreement information visit: SLA Tips, SLA Metrics, SLA Checklist
Service Level Agreement (SLA) Metrics
Tips for creating SLA metrics and measuring service performance
Axia Consulting
© 2022 Axia Consulting Ltd. All rights reserved.
17 New Road Avenue, Chatham, Kent ME5 9RL, United Kingdom Contact Us
Build performance measurement into your SLA,
when you set it up - consider the following points:
1.
Identify the most important SLA outcomes
first - and then determine clear metrics to
track those outcomes.
2.
Create a range of (say 10) simple metrics,
such as targets, key performance indicators
(KPI’s) that are easily understandable.
3.
Ensure the metrics are relevant and match
the most important business needs of your
SLA.
4.
The metrics should also be measurable /
quantifiable and unambiguous.
5.
Base your metrics on your specific SLA
requirements and needs - rather than readily
available data, existing reports, or generic SLA
metrics applicable for such services.
6.
Design the metrics to measure different
performance problems that your SLA / service
provider may have.
7.
Metrics should be mutually exclusive and not
duplicate each other. Each metric should
focus on a different potential problem.
8.
The metrics should be comprehensive
enough, such that if your service provider fails
to meet the required performance, at least
one of the metrics will be triggered.
9.
Review and test the metrics, to confirm they
will pick up the undesirable problems.
10.
Agree the metrics between both parties –
service provider and customer
11.
For each Service Level metric include:
o
a reference name
o
a description
o
measurement parameters eg data
sources
o
calculation formula and frequency
o
a baseline performance
o
the required performance or target, from
a service provider
o
remedies and penalties for poor or non-
performance eg monetary credits
o
any specific exclusions / exceptions
12.
Set up an automatic monitoring of the
metrics, wherever possible.
13.
Set up alerts for exception reporting.
14.
Monitor performance (metrics) on a regular
basis. Make it one of your regular daily or
weekly tasks.
15.
Raise any performance issues at your regular
service review meetings.
16.
Review metrics and when required amend
them, to ensure they continue to be relevant
to your service needs.
For more Service Level Agreement information
visit: SLA Tips, SLA Metrics, SLA Checklist
Service Level
Agreement (SLA)
Metrics
Tips for creating SLA metrics and measuring service
performance
© 2022 Axia Consulting Ltd
All rights reserved. Contact Us
