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the important difference between a KPI and an SLA one of the questions I get asked a lot is what is the difference between a KPI and an SLA so lets look into the difference a KPI is central key performance indicator and it measures how well a business or a team or a project or individual delivers on their strategic goals so it helps you to monitor the strategic goals and objectives of a business project on individual an SLA stands for service level agreement and it basically is a wider agreement that you set between a business and a supplier of a service so you figure out as a business you might want to have someone to handle your IT support or someone who handles your calls you then have an agreement with whoever is the provider of that service to say okay this is what I can expect as a business and this is the way you will conduct your business as you can imagine theres an overlap now sometimes KPIs are part of defining what this service level agreement means so what standards of s
