Performance management is one of the essential parts of the service level agreement or SLA. Metrics that measure the service provider’s performance are the key determinants if the commitments specified in the SLA are indeed being met. Though selecting metrics to gauge the performance of a project is a critical step, it is still of utmost importance to choose the appropriate metrics that will drive positive results and enforce business stability.

To meet the goals in ensuring a successful and positive working relationship between the parties involved, here are things that should be considered in selecting metrics: (a) Select metrics that will motivate the right behavior; (b) Choose measurements that are achievable and easily collected; (c) Ensure metrics reflect items or factors that are within the service provider’s control; (d) Set a reasonable baseline; and (e) Avoid choosing an excessive number of metrics that may produce unnecessary data.

SLA metrics are further categorized into four, namely (a) Volume of work: number of work products or deliverables produced per unit of time; (b) Quality of work: acceptance criteria or standard compliance that cover the technical aspects, service satisfaction and availability; (c) Responsiveness: the amount of time it takes to create a product or render a service and (d) Efficiency: measures the effectiveness in providing quality service at a reasonable cost.

Though there are a lot of metrics to measure, it is but a good practice to summarize the results of each item and convert them into trends when reporting is done. An engagement will be then conducted and list down action items to achieve better results in the future.

Categories: News

Related Posts

News

ITIL PREDICTIVE ANALYTICS REPORT

  This ITIL report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. The Predictive Analytics Scores below – ordered Read more…

News

Cybersecurity PREDICTIVE ANALYTICS REPORT

Read online and subscribe to Predictive Analytics Email Updates HERE You can have a say in which analytics you need in which timeframe: simply add your (anonymous) need to the list at https://theartofservice.com/predictive-analytics-topics-reports-urgency and we Read more…

News

Storage Technologies PREDICTIVE ANALYTICS REPORT

  This Storage Technologies report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. This predictive analytics evaluates 36 storage-related Read more…