Servicelevelprestaties

Servicelevelprestaties refers to the concrete performance of a service relative to the agreed service levels. In IT-service management contexts, service levels are specified in an agreement between a service provider and a customer. The performance is assessed by a set of metrics known as service level indicators (SLIs) and objectives (SLOs) that translate the abstract requirements into measurable targets, such as availability, response time, throughput, and reliability.

The measurement framework typically includes data sources, calculation methods, and reporting rules. Data may come from monitoring tools, system logs, and incident records. Targets are defined for a measurement window (for example, a calendar month or a rolling 30 days). Calculations may yield uptime percentage, average latency, error rate, or mean time to resolution. Reports summarize whether targets were met, often with trend data and exceptions.

Governance structures link servicelevelprestaties to broader service management. The ITIL framework uses Service Level Management to design, negotiate, and review SLAs and OLAs. Service credits or penalties may be defined for repeated breaches, while regular service reviews support continuous improvement and the adjustment of SLIs, targets, and boundaries as needed.

Common examples include hosting services with 99.9% uptime, API platforms with latency targets for 95th percentile responses, and support services with response and resolution times. Challenges include ensuring accurate data collection, defining scope boundaries (what is included or excluded), accounting for maintenance windows, and aligning multiple providers or tenants. Overall, servicelevelprestaties provide a concrete measure of how well a service meets its agreed performance commitments and where improvements are required.