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Service level management is a process that provides a structured approach to the collection, measurement, and reporting of key metrics. It also aims to improve the relationship between business and IT and improve the overall quality of service.

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By implementing service level management, you can enjoy a number of benefits, such as improved attainment of SLA/SLO/KPIs, alignment of SLAs with Voice of the Customer, audit compliant SLAs, improved tracking and trending of SLAs to avoid SLA misses, robust SLA recovery programs, and Continual Service Improvement of SLAs to deliver YTY productivity improvements.

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The role of KPIs and Dashboards in Service Level and Performance Management

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In order to be successful, companies need to track their performance and measure it against specific goals. This is where key performance indicators (KPIs) and dashboards come in. KPIs are important because they allow organizations to track progress towards specific goals, while dashboards provide a high-level overview of an organization's performance. In this blog post, we will discuss the importance of KPIs and dashboards in business and how to effectively use them!


One of the most important things to keep in mind when tracking KPIs is to ensure that they are aligned with your company's strategy. For example, if your goal is to increase sales, then your KPIs should be focused on measures such as revenue growth or the number of new customers. Similarly, if your goal is to improve customer satisfaction, then your KPIs should be related to measures such as customer churn rate or Net Promoter Score (NPS). By aligning your KPIs with your company's strategy, you will be able to more effectively track progress and make decisions that will help you achieve your goals.


In addition to being aligned with your company's strategy, it is also important to make sure that your KPIs are actionable. This means that they should be able to provide insights that can be used to improve your business. For example, if you're tracking customer satisfaction, then you should be able to use the data to identify areas where your customers are unhappy and make changes accordingly. If you're tracking revenue growth, then you should be able to use the data to identify which products are selling well and which ones need improvement. By making sure that your KPIs are actionable, you will be able to get the most out of them and use them to improve your business.


Finally, it is also important to make sure that your KPIs are measurable. This means that you should have a clear way of tracking them and collecting data on them. Without this, it will be difficult to properly track your KPIs and make use of the data. There are many different ways to measure KPIs, so it is important to choose the method that makes the most sense for your business. Once you have a way to measure your KPIs, you will be able to more effectively track progress and use the data to improve your business.


Dashboards are also an important tool for businesses because they provide a high-level overview of an organization's performance. They can be used to track KPIs, compare performance across different departments or divisions, and identify areas where improvements need to be made. In order to get the most out of dashboards, it is important to make sure that they are well-designed and easy to use. Additionally, dashboards should be updated on a regular basis so that they continue to provide accurate and up-to-date information.


When using dashboards, it is important to make sure that they are informative and easy to understand. This means that they should be clear and concise, with data that is easy to interpret. Additionally, dashboards should be customized to meet the specific needs of your organization. By doing this, you will be able to more effectively use them to track your KPIs and make decisions that will help you improve your business.


Overall, KPIs and dashboards are essential for successful businesses. They allow organizations to track progress towards specific goals and make informed decisions that can help improve their bottom line. When choosing KPIs, it is important to ensure that they are aligned with your company's strategy and actionable. Additionally, make sure that they are measurable so you can effectively track your progress. Dashboards are also a valuable tool for businesses, providing a high-level overview of an organization's performance. To get the most out of dashboards, it is important to make sure that they include all the necessary data points and that you understand how to read them. Contact us today to learn more about how you can improve your KPIs and dashboards so you can

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Process Objective:

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  • Define the measurements based on business needs and not outside inputs
  • Document in detail the methodology of collecting, measuring, reporting, and review of the data
  • Increase awareness amongst business and IT about the performance levels
  • Improve collaboration between business and IT

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Sample List of Benefits:

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  • Improved attainment of SLA/SLO/KPIs
  • Alignment of SLAs with Voice of the Customer
  • Audit compliant SLAs
  • Improved tracking and trending of SLAs to avoid SLA misses
  • Robust SLA recovery programs
  • Continual Improvement of SLAs to deliver YTY productivity improvements.

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Sample List of Observations:

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  • SLAs not aligned to business objectives.
  • SLAs attainment inconsistent.
  • Misalignment between SLAs and Voice of the Customer.
  • SLA results not being shared with the team.
  • SLA calculation methodology not thoroughly or correctly defined.
  • No reports in place to track and trend SLAs.

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Sample List of Recommendations:

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  • Work with business and IT to identify specific SLAs.
  • Establish reports to track and trend SLAs.
  • Create a centralized portal to post SLA results.
  • Allow for a drill-down capability to review missed SLAs in detail.

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As you can see, service level management can offer a lot of advantages for your business. If you're looking for ways to improve your company's performance, implementing an SLM process is a great place to start. With SLM, you can enjoy improved attainment of SLAs, better alignment with customer needs, more robust recovery programs, and continual improvement of SLAs over time. So don't wait any longer - give service level management a try today!

What are your thoughts on service level management? Have you implemented SLM in your own organization? If so, what benefits have you seen? Share your experiences in the comments below! And don't forget to check back next week for more tips on improving business performance. Thanks for reading!

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