ITIL Key Performance Indicators
From IT Process Wiki
An extensive collection of ITIL Key Performance Indicators (ITIL KPIs) supports the introduction of a comprehensive framework for Process Controlling. This includes regular quality assessments of the IT Service Management processes.
ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations. Defining suitable KPIs is above all about deciding what exactly is considered a “successful process execution”. Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.
The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.
The suggested ITIL Key Performance Indicators (KPIs) comply with the ITIL V3 (ITIL Version 3) recommendations and were enhanced with elements from COBIT.
[edit] ITIL KPIs Service Strategy
[edit] ITIL KPIs Service Design
- KPIs Service Level Management
- KPIs Availability Management
- KPIs Capacity Management
- KPIs IT Service Continuity Management
- KPIs IT Security Management
- KPIs Supplier Management
[edit] ITIL KPIs Service Transition
- KPIs Change Management
- KPIs Project Management (Transition Planning and Support)
- KPIs Release and Deployment Management
- KPIs Service Validation and Testing
- KPIs Service Asset and Configuration Management
