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Service Level Agreement metrics and KPIs

What are Service Level Agreement metrics?

Crafting the perfect Service Level Agreement metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Service Level Agreement metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Service Level Agreement metrics and KPIs

Metrics for IT Service Agreement Compliance

  • 1. % Compliance with SLA

    The percentage of time that IT services are delivered within the predefined terms of the service level agreement

    What good looks like for this metric: 90-99%

    Ideas to improve this metric
    • Increase training for service delivery teams
    • Enhance monitoring and reporting tools
    • Conduct regular SLA reviews and updates
    • Ensure clear communication of SLA terms to all stakeholders
    • Implement more efficient service processes

  • 2. Response Time to Incidents

    The amount of time taken to respond to IT incidents from the time they are reported

    What good looks like for this metric: 30 minutes

    Ideas to improve this metric
    • Automate incident alert systems
    • Improve resource allocation during peak times
    • Provide advanced training for incident management
    • Utilise real-time monitoring and dashboards
    • Regularly measure and adjust response strategies

  • 3. Resolution Time to Incidents

    The amount of time taken to resolve IT incidents from the time they are reported

    What good looks like for this metric: 4 hours

    Ideas to improve this metric
    • Implement root cause analysis for recurring issues
    • Enhance collaboration across IT teams
    • Use advanced diagnostic and repair tools
    • Schedule regular knowledge sharing sessions
    • Review and optimise workflows for resolution

  • 4. User Satisfaction Rate

    Percentage of users satisfied with the IT services provided in accordance with the SLA

    What good looks like for this metric: 85-90%

    Ideas to improve this metric
    • Conduct regular satisfaction surveys
    • Implement feedback loops for continuous improvement
    • Analyse survey data for actionable insights
    • Ensure rapid follow-up to any user complaints
    • Continuously train staff in customer service skills

  • 5. Change Success Rate

    The percentage of changes to the IT system that are successful and do not result in incidents

    What good looks like for this metric: 95%

    Ideas to improve this metric
    • Perform rigorous change testing before implementation
    • Develop clear guidelines for change management
    • Ensure thorough documentation of all changes
    • Utilise change advisory boards to approve changes
    • Conduct post-change reviews to identify improvement areas
service-level-agreementuser-satisfactionincident-managerservice-delivery-managerit-support-teamchange-management-team
Implement these metrics

Tracking your Service Level Agreement metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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