It is important to understand that key performance indicators (KPIs) and service level agreements (SLAs) are not the same, although there are some overlaps. In this article, I would like to explain the difference between KPIs and SLAs and examine the practical applications of different collaborators. In general, it is a matter of transferring SLA requirements to subcontractors for master`s contracts. AlS should have two components: services and management. SLA and KPI are elements of business process management, which is abbreviated as BPM. SLA is synonymous with service level agreement. KPI is the key performance indicator. Both are about tracking specific measures of your company`s performance. The difference between them is when they are most useful. If you use ALS and performance indicators, you can monitor your business while progressing through an enterprise agreement.

Trends are changing and you can find ways to recalibrate your role in the partnership. If you underestimate expectations in ALS, performance measures show how much improvement is needed. If you recognize an ability to work beyond the parameters of the service agreement, you will see an opportunity to improve your schedules or increase the volume of your business. When a company relocates or does accounting, it should define measures and measures with which they can work with their partner and be satisfied with performance. The provider has also defined its expected level of service. A Service Level Contract (SLA) is a contract between a service provider (internal or external) and the end user that defines the level of service expected by the service provider. SLAs are output-based because their goal is to define what the customer receives. When sending a PSR, the customer must include the expected levels of service as part of the requirement. This has an impact on suppliers` offers and prices and may even influence the supplier`s decision to respond. If you need z.B.

99.999 percent availability for a system and the provider cannot meet this requirement with the indicated design, it can offer another, more robust solution. Service level agreements and key performance indicators are closely linked, but very different. ALS is looking to the future, while KPIs are focusing on past performances. Your ALS predicts benchmarks so that you can measure performance in the near future. The KPIs you choose measure your company`s performance over time using these benchmarks. Your ALS may even indicate the performance indicators used. For a service provider, this also often means that the metrics defined in their SLAs become important KPIs, which they monitor and report as indicators of their overall strategic performance. The performance indicators that serve you best may vary depending on the size of your business and the type of market you are in. Your KPIs can include a combination of web traffic, social media engagement and net profit on the products or services you offer.

A restaurant`s performance enforcement measures are likely to be very different from the KPIs for a computer workshop or online retailer. The KPIs were designed to reduce the complexity of evaluating previous decisions, and the effects and consequences that result. KPIs provide a manageable and holistic overview of business performance from different angles and allow decision makers to adapt strategies to achieve optimal results.