I had a discussion with a sourcing advisor in the US today about daily KPIs. The key question is should I be getting Service Providers to report on KPIs in SLAs on a daily basis. Consultant answer: depends on the context. ServiceFrame answer: We can but I wouldn’t.
Why not? SLA reporting is about having information that allows you to determine whether your service providers are complying to the agreed levels. I think getting this on a day to day basis is just overkill. In fact it probably gives you a much better picture of whether there are issues on a given day rather than whether the overall service level is good. Now there is nothing wrong with knowing whether there are issues with the Service – in fact you should know – its just that it’s part of issue management not service management. Service Management and Service Management tools should support you to have constructive conversations about service levels – not get embroilled in issues that occur at a daily level. Would be interested in your feedback…please.
[...] Services and Outsourcing executives to share SLAs where they can – we will try to make the SLA metrics and SLA templates available through the toolkit so we can all [...]