Success of service level management can only be measured by reporting on what percentages of cases by Severity Level were resolved within the goals of the SLA. The reason that you want to measure each Severity Level is that it is absolutely critical to resolve high severity level cases consistently within the SLA. However, sometimes lower severity level cases can fall outside the goals. In other words, we would like to say that we resolve 100% of all Severity Level 1 cases and 90% of Severity Level 4 cases within the times stated in the SLA. Customers will appreciate the process more when they know that if they are really in trouble, there will be resources there to help them.
Example Service Level Agreement Compliance Report
See Dashboard Reports at https://www.givainc.com/help-desk-dashboard-charts.htm
Here is a great White Paper on Implementing Service Level Agreements. See https://www.givainc.com/white-papers/index.htm