This is to include metrics, KPIs etc for release management Canned metrics & KPIs are good for one thing and one thing only: sales demos. I can not stress enough that KPIs and metrics are based completely on your processes. Set up should look like this... - Define policies - Define processes - Cons...

Question: Is this service catalog a document/contract or is it an interactive component of your ITSM tool?

Someone correct me if I'm wrong, but OLA's tend to be the structure upon which you can actually build SLAs.

Its no sense agreeing to your customer that new employees can be onboarded in 3 business days unless each team involved in that activity can execute in less time than that.