Key performance indicators associated with service level agreements
In the Service Level Agreements application, you manage key performance indicators that are associated with a service level agreement. A key performance indicator is a metric that tracks critical performance variables over time. In this case, you track the performance of a service desk organization and its compliance with service level agreements.
Key performance indicators are created in the Key Performance Manager application. For key performance indicators, you can perform the following actions:
- Define the value to be calculated (response time, resolution time, and so on)
- Select a calculation type (percentage or decimal)
- Define the time you want calculated (day, week, month, and so on)
- Define the thresholds that define the red, yellow, and green limits on the key performance indicator display
- Define the degree to which users can drill down through the key performance indicator to get more information, such as response time by department
Graphs for key performance indicators
- The gray arrow represents the number in the Target field.
- The orange arrow represents the number of records found for the query.
- The green area represents the target zone.
- The yellow area represents the warning zone.
- The red area represents the alert or danger zone.
In the Service Level Agreements application, you use the KPIs tab to create and associate key performance indicators with service level agreements.
To view the graphs for key performance indicators, you must use either the KPI Manager application or add the key performance indicator portlets to your start center.
Example of key performance indicator
- Respond to all incident tickets within one hour and resolve the incidents within three hours
- Maintain a monthly average of a one-hour response time, or pay financial penalties