Making sure that service level agreements are followed in the maximum accurate manner asks for getting a quantitative approach into place. This can be in the form of BSC (Balanced Scorecard) that is an apt way to collect the indicators for future consultations. The categories under which these metrics can be framed are 'structure', 'usage', 'quality' and 'delivery'. To start with, the parameters for 'structure perspective' are 'transparency level', 'aspects covered', fully documented SLAs' and 'SLAs with an assigned manager'. Moving on, 'usage perspective' can be obtained with 'accountability index', 'functional aptness', 'customer satisfaction' and 'improvement level attained'. Further, quality can be had by looking at values assigned to 'unmatched agreements proportion', 're-negotiation ratio', 'modification level' and 'fraction of on-time SLA reviews'. Lastly, 'delivery perspective' can be measured by using indicators such as 'cost: benefits ratio', 'poor delivery proportion', 'pre-set standards meeting index', 'backlog size' and 'drop in breaches instances'.
Read Why do business professionals choose ready-to-use KPIs? to find out the answers to these questions:
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This is the actual scorecard with Service Level Agreement Measures and performance indicators. The performance indicators include: structure perspective, transparency level, aspects covered, slas with an assigned manager, usage perspective, accountability index, functional aptness, customer satisfaction, improvement level attained, quality perspective, unmatched agreements proportion, re-negotiation ratio, modification level, delivery perspective, cost: benefits ratio, poor delivery proportion, pre-set standards meeting index, backlog size.
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