How to measure service level targets adoption after an implementation
Whether service level targets is actually happening now, expressed as a number you can put in front of management.
What good looks like, so there is something to measure against: Targets are agreed with the people who depend on the service, measured automatically, and reviewed when they are missed rather than quietly reset.
Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether service level targets is followed is a fact about the team, and the team is the only source for it.
Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.
Where the records help: a target, due date, breach or resolution time column, and a resolved timestamp to measure against. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.
Do this with Adoption Evidence
One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.
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