Service Level Agreement (SLA) is an agreement between two parties regarding a particular service. Apparently SLA must contain quantitative measurements that:
Key Performance Indicators (KPIs) are metrics that target service providers organization objectives – both tactical and strategic. Usually these metrics are used to measure:
If you have many customers for a service then SLAs may vary from customer to customer; however KPIs usually are common for a service.
- Represent a desired and mutually agreed state of a service
- Provide additional boundaries of a service scope (in addition to the agreement itself)
- Describe agreed and guaranteed minimal service performance
Key Performance Indicators (KPIs) are metrics that target service providers organization objectives – both tactical and strategic. Usually these metrics are used to measure:
- Efficiency and effectiveness of a service
- Service operation status.
If you have many customers for a service then SLAs may vary from customer to customer; however KPIs usually are common for a service.
- SLA examples (for a particular customer): reaction time, resolution time, compliance to agreed deadlines
- KPI examples (organization or service oriented): average reaction time for all customers, service desk employee load, incoming ticket volume trend, required capacity to fulfil SLA promises to customers
