It is important to understand that key performance indicators (KPIs) and service level agreements (SLAs) are not the same, although there are some overlaps. In this article, I would like to explain the difference between KPIs and SLAs and examine the practical applications of different collaborators. We often distinguish between three different categories of service level agreements. This includes: SLAs define contractual terms for services, including operating time and support responsiveness. For example, promising customers 99.9% service service or a support response within 24 hours. In addition to formalizing service expectations, AES sets the conditions for redress in the event of a breach of requirements. Imagine running an IT outsourcing company and 400 clients working in critical and highly sensitive industries. This means that your services should always be activated and fast to avoid service outages. Creating the SLAs first helps you and your customers define the conditions for success. Most importantly, they create a basic template to create your KPIs and dashboards. If you follow your SLAs this way, you have clear goals in mind and you can easily monitor how you achieve them. You need flexibility in your service desk software to create SLA performance goals based on any combination of settings you set.
It`s important to be able to change or modify them easily to fully align your team`s priorities with changing business requirements. It is important that ALS contains meaningful measures so that the service provider and the customer can clearly assess performance. ALS should be seen as a process to improve service quality that affects business performance. In the age of cloud computing, ALS metrics and contractual obligations should be seen as a process to improve service quality and meet evolving business requirements when companies are proactively evolving at market conditions.