KPIs Service Portfolio Management

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KPI's Service Portfolio Management


ITIL Processes: ITIL 2011 Service Strategy - Service Portfolio Management and Strategy Management for IT Services

Source: Key Performance Indicators for ITIL Service Portfolio Management from the ITIL Process Map

 

 

Key Performance Indicator (KPI) Definition
Number of Planned New Services Percentage of new services which are developed following a strategic review
Number of Unplanned New Services Percentage of new services which are developed without being triggered by strategic reviews
Number of Strategic Initiatives Number of strategic initiatives launched from the Service Portfolio Management process
Number of new Customers Number of newly won customers
Number of lost Customers Number of customers which were lost to competing service providers

 

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