Feb 15, 2023

Recently I attended a Service Level Management meeting. All Key Performance Indicators (KPIs) were green. But still, the customer was not satisfied. Then we’re measuring the wrong things, I thought to myself. Do you recognize that too? They also call this a watermelon SLA (Service Level Management Agreement). Green on the outside but red on the inside. Therefore, I prefer KPIs directly related to a client’s objectives. Or demonstrate customer satisfaction. In particular, discuss events that harm these client objectives or satisfaction. Suppose an objective is about achieving high end-user satisfaction. Then you can link 2 KPIs to this: KPI 1: Number of incidents per month or KPI 2: average user satisfaction after handling an incident.

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