ITIL KPIs Continual Service Improvement
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ITIL Process: CSI - Continual Service Improvement according to ITIL V3
[edit] ITIL KPIs Service Evaluation
| Key performance Indicator (KPI) | Definition |
|---|---|
| Number of Customer Complaints | Number of received customer complaints |
| Number of Accepted Customer Complaints | Number of received customer complaints which were accepted as justified |
| Number of Customer Satisfaction Surveys | Number of formal Customer Satisfaction Surveys carried out during the reporting period |
| Percentage of Returned Questionnaires | Percentage of questionnaires returned, in relation to all questionnaires being sent out |
| Number of Service Evaluations | Number of formal Service Evaluations carried out during the reporting period |
| Number of Identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
[edit] ITIL KPIs Process Evaluation
| Kennzahl (KPI) | Definition |
|---|---|
| Number of Process Benchmarkings, Maturity Assessments, and Audits | Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period |
| Number of Process Evaluations | Number of formal Service Evaluations carried out |
| Number of Identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
[edit] ITIL KPIs Definition of Improvement Initiatives
| Kennzahl (KPI) | Definition |
|---|---|
| Number of Improvement Initiatives | Number of improvement initiatives, resulting from identified weaknesses during Service and Process Evaluation |
| Number of Completed Improvement Initiatives | Number of improvement initiatives which were completed during the reporting period |
back to: ITIL Key Performance Indicators
