KPIs Configuration Management

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ITIL KPI's Service Asset and Configuration Management

ITIL Process: ITIL 2011 Service Transition - Service Asset and Configuration Management

Source: Key Performance Indicators for ITIL Service Asset and Configuration Management from the ITIL Process Map

→ back to: ITIL Key Performance Indicators



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