Application SupportCIOGeneral ITIL DiscussionIT Outsourcing and ITILITIL V3 for Application Support

Sample SLA (Service Level Agreement) Structure- Part 4C: Service Performance Reporting

Service reports and graphs are must be produced by service provider for the customer which communicates the comparison of actual service performance to service goals. The following (Figure 2) is an example which measures service level performance of an IT support team.

Figure 2 displays IT service performance as compared to all service level goal metrics for the IT support team. The graph shows whether the IT resources were either “Within or Outside” performance goal guidelines. This is a simple “Yes – No” measurement, either the service goals were achieved or they were not met.

The graph “Y” axis is the percent of all service level goal metrics. The “X” axis is the performance time-line being measured. Service level goals “within guidelines” are plotted as a blue line; elements “outside of guidelines” are plotted as a maroon line. The trend line displays the performance improvement trend; ideally the trend line should show increasing improvement over time. The base Service Improvement Goal is noted as text at the top right of the graph. The actual service improvement performance is noted as “% Imprv” in the lower section of the graph data table.

SLA Signoff

Any SLA requires the sign off by the service provider and the customer. The SLA is a contract; therefore signatures by authorized representatives of the IT organization delivering the service and the business customer receiving the service are required.

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