Section 2. Service Delivery key metrics
- Service Level Agreement (SLA) Compliance
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Mean Time to Resolution (MTTR)
- Incident Volume
- Cost per Ticket
What is SLA?
- Service Description à agreement object
- Performance Metrics à how we decide it is OK
- Responsibilities à who does what
- Penalties and Remedies à if it is not OK
- Review and Reporting à agreement maintenance
SLA Compliance
- Recovery time objective – RTO
- Recovery point objective – RPO
- Criticality classes
How to improve SLA compliance?
- Define Clear SLA Goals
- Regular Monitoring and Reporting
- Stakeholder Communication
- Training and Awareness
- Automate Processes
- Evaluate Vendor Performance
- Continuous Improvement
IT Service Delivery models
Based on service location:
- On premises
- Cloud
- Managed (outsourced)
- Hybrid