This customer service report shows SLA compliance over a period of time. Managing trends toward a higher goal can dramatically increase customer satisfaction.
Service level agreements can contain numerous service performance metrics with corresponding service level objectives. A common case in IT service management is a call center or service desk. Metrics commonly agreed to in these cases include:
Uptime is also a common metric, often used for data services such as shared hosting, virtual private servers and dedicated servers. Common agreements include percentage of network uptime, power uptime, number of scheduled maintenance windows, etc.
Many SLAs track to the Information Technology Infrastructure Library specifications when applied to IT services.
Download the webinar slides: Metrics For IT Help Desk & Customer Service Organizations