KPIs TabKPIs TabYou use the KPIs tab in the Service Level Agreements (SP) application to add, modify, and view key performance indicators (KPIs) for a service level agreement (SLA). A KPI is an informational metric that allows you to track critical performance variables over time, and in this context, the performance of a Service Desk organization and its ability to comply with SLAs.
For example, you have an SLA that states you must respond to all Incident tickets within one hour and resolve them within three hours. The SLA also states that if you fail to maintain a monthly average of a one-hour response time, you must pay financial penalties. Your goal is to always know what your average response time is for all Incident tickets for this customer, so you create a KPI for this SLA and make it accessible to the appropriate managers. You can then take proactive measures, if necessary, to avoid the financial penalties associated with being non-compliant.
For each KPI, you can:
define the value for the system to calculate (response time, resolution time, etc.)
select a calculation type (percentage or decimal)
define the period of time you want calculated (day, week, month, etc.)
define the thresholds that define the red, yellow, and green limits on the KPI display
define the degree to which users can drill down through the KPI to get more granular information, such as response time by department