ITIL KPIs Service Transition

From IT Process Wiki
Jump to navigation Jump to search

share this page on LinkedInshare this page on Twittershare this page
diese Seite auf Deutschesta página en españolDE - ES - ITIL KPI's Service Transition

Key Performance Indicators (KPIs) for the Service Transition processes from the ITIL Process Map.

→ Back to: ITIL Key Performance Indicators


ITIL KPIs Change Management

Key Performance Indicator (KPI) Definition
Number of Major Changes
  • Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings
  • Number of CAB (Change Advisory Board) meetings
Time for Change Approval/ Rejection
  • Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
Change Acceptance Rate
  • Number of accepted vs. rejected RFCs
Number of Emergency Changes
  • Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)



ITIL KPIs Project Management (Transition Planning and Support)

Key Performance Indicator (KPI) Definition
Number of Projects
  • Number of major release rollouts under the control of Project Management
Percentage of Projects with Project Charters
  • Percentage of projects which are started with a signed Project Charter in place
Number of Changes to Project Charter
  • Number of changes to the Project Charter after project start
Adherence to Project Budget
  • Actual vs. planned consumption of financial and personnel resources
Project Delays
  • Actual vs. planned project completion dates



ITIL KPIs Release and Deployment Management

Key Performance Indicator (KPI) Definition
Number of Releases
  • Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
Duration of Major Deployments
  • Average duration of major deployments from clearance until completion
Number of Release Backouts
  • Number of releases which had to be reversed
Proportion of automatic Release Distribution
  • Proportion of new releases distributed automatically



ITIL KPIs Service Validation and Testing

Key Performance Indicator (KPI) Definition
Percentage of failed Release Component Acceptance Tests
  • Percentage of release components which fail to pass acceptance tests
Number of identified Errors
  • Number of identified errors during release testing
  • per release
Time for Error Fixing
  • Time until re-submission of fixed release components
Incidents caused by New Releases
  • Number of Incidents attributable to new releases
Percentage of failed Service Acceptance Tests
  • Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off



ITIL KPIs Service Asset and Configuration Management

Key Performance Indicator (KPI) Definition
Verification Frequency
  • Frequency of physical verifications of CMS contents
Number of Incidents owing to inaccurate CMS Information
  • Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
Effort for CMS Verifications
  • Average work effort for physical verifications of the CMS contents
CMS Coverage
  • Percentage of configuration components for which data is kept in the CMS
Number of unauthorized Changes detected automatically
  • Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
Number of CMS Errors
  • Number of errors found in the CMS as a result of an audit


[ Infobox ]

Link to this page:
Languages: English | Deutsch | español
Author: , IT Process Maps