- Outline the services that are included in the SLA pilot and separate them based on whether it is business facing or IT facing.
- For each service, document the relevant groups that are responsible for providing the service.
- Track the applicable metrics for each service.
- Track the metrics on a monthly basis and aggregate into annual results which reflect an average and also the maximum metrics.
Use this metrics tracking template as a wireframe to establish a framework for collecting the current service catalog service level metrics. This template will help you:
NOTE: This file is a guideline which highlights metrics we recommend tracking. It is not intended to replace your current metrics tracking system. We recommend that you modify your current metrics tracking system to capture the metrics we highlight here.