KPIs Process Evaluation

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KPI's ITIL Process Evaluation


ITIL Process: ITIL 2011 CSI - Continual Service Improvement - Process Evaluation

Source: Key Performance Indicators for ITIL Process Evaluation from the ITIL Process Map

→ back to: ITIL Key Performance Indicators

 

 

Key Performance Indicator (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
Number of CSI Initiatives
  • Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations
Number of completed CSI Initiatives
  • Number of CSI initiatives which were completed during the reporting period