Hi,
I see that it is possible to check vendors performance via KPIs (OOB) also related to incidents and SLAs, for example:
- Active Breached SLAs Today
- Incident Backlog Growth
My understanding is that it is possible to verify how many incidents have been created against a specific catalog item associated with a vendor ("vendor" reference field in the catalog item is available).
Incidents do not require vendors direct involvement since the vendor name is just tied to the catalog item, differently for SLAs the vendor has to use ServiceNow to resolve incidents (or to fulfill requests), so in this case SLAs KPI makes sense only if the vendor is in charge of incidents/requests fulfillment and has access to ServiceNow?
As far as I know, SLAs can be also bound to contracts (e.g. in the contract is agreed that service availability is 99% per month and SLA can measure this value) and so in this case it makes sense to use a KPI related to SLAs?
Is my comprehension correct?
Thank you
