IT Service Levels

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The SLA is a contract between the vendor and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers as well as internally by IT shops and their end users.

KPIs to measure the quality of the delivered services (in SLAs) are categorized in IT Service.

Key Performance Indicators

Availability (excluding planned downtime)

Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours). Planned uptime = service hours-planned downtime Planned ...

This KPI is most used for:

Operational Excellence

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Mean Time to Repair (MTTR)

Average time (e.g. in hours) between the occurrence of an incident and its resolution.

This KPI is most used for:

Operational Excellence

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Mean-time between failure (MTBF)

The average time between equipment failures over a given period i.e. the average time a device will function before failing. It is the reliability rating ...

This KPI is most used for:

Operational Excellence