ITIL Key Performance Indicators
ITIL key performance indicators (KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.
ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of ITIL processes.
Defining ITIL KPIs
Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.
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 exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes.
Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes.
The suggested ITIL key performance indicators (KPIs) have been enhanced with elements from COBIT . More suggestions for suitable KPIs can be found in the official ITIL publications.
- KPIs Service Portfolio Management and Strategy Management for IT Services
- KPIs Financial Management
- KPIs Business Relationship Management
- KPIs Service Level Management
- KPIs Availability Management
- KPIs Capacity Management
- KPIs IT Service Continuity Management
- KPIs Information Security Management
- KPIs Supplier Management
- 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
More about ITIL Metrics
 COBIT® is a trademark of ISACA (Information Systems Audit and Control Association).
The suggested ITIL key performance indicators are aligned with ITIL V3.
Based on: ITIL key performance indicators (KPIs) from the ITIL Process Map