KPISLA
KPISLA is a management framework that integrates key performance indicators (KPIs) with service level agreements (SLAs) to plan, monitor, and report on the quality of a service. The aim is to translate business objectives into measurable service commitments and to hold providers and internal teams accountable for delivering against those commitments.
In practice, KPISLA involves defining a set of KPIs that reflect desired outcomes, mapping each KPI to
Common KPIs include availability, incident response time, mean time to resolution (MTTR), request fulfillment time, change
Benefits include clearer expectations, objective evaluation of service quality, improved alignment between business and IT, and