Process

Core Objective

Example Core KPI

Category

SLM

Define services

Agree on level, scope, quality, performance

Monitor & Manage

% Score of customer satisfaction survey trends up over time

i.e. Customer Satisfaction Survey

Value

Avail.

Define and plan for service availability to meet or exceed stated business requirements through process, technology and people resource planning and implementation

% of service availability within SLA negotiated requirements.

Quality

Capacity

Current and future resources are greater than or equal to demand, but excess is planned

% of components the breach tolerance thresholds in correspondence to planned capacity levels for components and complete IT systems.

Quality

ITSCM

Recover IT systems to normal state in an alternate way after a disaster within an expected timeframe

% of systems that fail recovery test

Time to execute test of plan and recover IT services in a contingency state against expected targets.

Quality

Performance

Finance

Plan for and deliver IT Services within a forecasted budget against actual cost

% deviation of forecasted versus actual cost of IT services within defined tolerance limits

(% of Deviation $ of Deviation)

Compliance