ITIL KPIs Continual Service Improvement - Revision history

Andrea at 17:31, 15 June 2019

2019-06-15T17:31:08Z

← Older revision		Revision as of 19:31, 15 June 2019
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~'''ITIL Process''':~~ [[ITIL CSI - Continual Service Improvement\|~~CSI -~~ Continual Service Improvement ~~according to ITIL 2011~~]]		Key Performance Indicators (KPIs) for the [[ITIL CSI - Continual Service Improvement\|Continual Service Improvement (CSI) processes]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].

	~~'''Source''': Key Performance Indicators for ITIL CSI~~ from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

	→ ~~back~~ to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''		→ Back to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''

	<p> </p>		<p> </p>
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	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	!style="background:#~~ffcc66~~; width:35%" \| Key Performance Indicator (KPI)		!style="background:#013b5e; color:#ffffff; width:35%" \| Key Performance Indicator (KPI)
	!style="background:#~~ffffcc~~; width:65%" \| Definition		!style="background:#facc6a; width:65%" \| Definition
	\|-		\|-
	\| Number of Service Reviews		\| Number of Service Reviews
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	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	!style="background:#~~ffcc66~~; width:35%" \| Key Performance Indicator (KPI)		!style="background:#013b5e; color:#ffffff; width:35%" \| Key Performance Indicator (KPI)
	!style="background:#~~ffffcc~~; width:65%" \| Definition		!style="background:#facc6a; width:65%" \| Definition
	\|-		\|-
	\| Number of Process Benchmarkings, Maturity Assessments, and Audits		\| Number of Process Benchmarkings, Maturity Assessments, and Audits
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	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	!style="background:#~~ffcc66~~; width:35%" \| Key Performance Indicator (KPI)		!style="background:#013b5e; color:#ffffff; width:35%" \| Key Performance Indicator (KPI)
	!style="background:#~~ffffcc~~; width:65%" \| Definition		!style="background:#facc6a; width:65%" \| Definition
	\|-		\|-
	\| Number of CSI Initiatives		\| Number of CSI Initiatives

Andrea at 08:46, 28 April 2017

2017-04-28T08:46:23Z

← Older revision		Revision as of 10:46, 28 April 2017
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	<tr>		<tr>
	<td>Author:</td>		<td>Author:</td>
	<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>		<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
	</tr>		</tr>
	</table></html>		</table></html>

Andrea at 10:18, 13 September 2014

2014-09-13T10:18:28Z

← Older revision		Revision as of 12:18, 13 September 2014
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	<~~seo metakeywords~~="kpi continual service improvement, itil kpis CSI, kpis csi, kpis csi itil" ~~metadescription~~="Continual Service Improvement: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL CSI." />		<itpmch><title>ITIL KPIs Continual Service Improvement \| IT Process Wiki</title>
			<meta name="keywords" content="kpi continual service improvement, itil kpis CSI, kpis csi, kpis csi itil" />
			<meta name="description" content="Continual Service Improvement: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL CSI." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Continual Service Improvement CSI\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Continual Service Improvement CSI\|100px
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	<p> </p>		<p> </p>
			__TOC__

	==ITIL KPIs Service Review==		==ITIL KPIs Service Review==

	{\| ~~border~~="1" ~~cellpadding~~="~~5" cellspacing="0~~"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	! ~~width="35%"~~ style="background:#ffcc66;" \| Key Performance Indicator (KPI)		!style="background:#ffcc66; width:35%" \| Key Performance Indicator (KPI)
	! ~~width="65%"~~ style="background:#ffffcc;" \| Definition		!style="background:#ffffcc; width:65%" \| Definition
	\|-		\|-
	\| Number of Service Reviews		\| Number of Service Reviews
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	==ITIL KPIs Process Evaluation==		==ITIL KPIs Process Evaluation==

	{\| ~~border~~="1" ~~cellpadding~~="~~5" cellspacing="0~~"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	! ~~width="35%"~~ style="background:#ffcc66;" \| Key Performance Indicator (KPI)		!style="background:#ffcc66; width:35%" \| Key Performance Indicator (KPI)
	! ~~width="65%"~~ style="background:#ffffcc;" \| Definition		!style="background:#ffffcc; width:65%" \| Definition
	\|-		\|-
	\| Number of Process Benchmarkings, Maturity Assessments, and Audits		\| Number of Process Benchmarkings, Maturity Assessments, and Audits
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	==ITIL KPIs Definition of CSI Initiatives==		==ITIL KPIs Definition of CSI Initiatives==

	{\| ~~border~~="1" ~~cellpadding~~="~~5" cellspacing="0~~"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	! ~~width="35%"~~ style="background:#ffcc66;" \| Key Performance Indicator (KPI)		!style="background:#ffcc66; width:35%" \| Key Performance Indicator (KPI)
	! ~~width="65%"~~ style="background:#ffffcc;" \| Definition		!style="background:#ffffcc; width:65%" \| Definition
	\|-		\|-
	\| Number of CSI Initiatives		\| Number of CSI Initiatives
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	<p> </p>		<p> </p>

	<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>		==[ Infobox ]==

			<html><table class="wikitable">
			<tr>
			<td>Link to this page:</td>
			<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement</a></td>
			</tr>
			<tr>
			<td>Languages:</td>
			<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_CSI_-_Kontinuierliche_Serviceverbesserung">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Perfeccionamiento_Continuo_del_Servicio_-_CSI">español</a></span></td>
			</tr>
			<tr>
			<td>Author:</td>
			<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
			</tr>
			</table></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea at 15:14, 3 August 2013

2013-08-03T15:14:39Z

← Older revision		Revision as of 17:14, 3 August 2013
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement\|CSI - Continual Service Improvement according to ITIL 2011]]		'''ITIL Process''': [[ITIL CSI - Continual Service Improvement\|CSI - Continual Service Improvement according to ITIL 2011]]

	'''Source''': Key Performance Indicators for ITIL CSI from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]		'''Source''': Key Performance Indicators for ITIL CSI from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

			→ back to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''

	~~<p> </p>~~
	<p> </p>		<p> </p>

	=== ITIL KPIs Service Review ===		==ITIL KPIs Service Review==

	{\| border="1" cellpadding="5" cellspacing="0~~" align="center~~"		{\| border="1" cellpadding="5" cellspacing="0"
	\|-		\|-
	! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)		! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)
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	\|-		\|-
	\| Number of Service Reviews		\| Number of Service Reviews
	\| Number of formal Service Reviews carried out during the reporting period		\|
			* Number of formal Service Reviews carried out during the reporting period
	\|-		\|-
	\| Number of identified Weaknesses		\| Number of identified Weaknesses
	\| Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives		\|
			* Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives
	\|}		\|}

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	<p> </p>		<p> </p>

	=== ITIL KPIs Process Evaluation ===		==ITIL KPIs Process Evaluation==

	{\| border="1" cellpadding="5" cellspacing="0~~" align="center~~"		{\| border="1" cellpadding="5" cellspacing="0"
	\|-		\|-
	! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)		! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)
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	\|-		\|-
	\| Number of Process Benchmarkings, Maturity Assessments, and Audits		\| 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 formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period
	\|-		\|-
	\| Number of Process Evaluations		\| Number of Process Evaluations
	\| Number of formal Service Evaluations carried out		\|
			* Number of formal Service Evaluations carried out
	\|-		\|-
	\| Number of identified Weaknesses		\| Number of identified Weaknesses
	\| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives		\|
			* Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
	\|-		\|-
	\|Number of CSI Initiatives		\|Number of CSI Initiatives
	\|Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations		\|
			* Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations
	\|-		\|-
	\|Number of completed CSI Initiatives		\|Number of completed CSI Initiatives
	\|Number of CSI initiatives which were completed during the reporting period		\|
			* Number of CSI initiatives which were completed during the reporting period
	\|}		\|}

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	<p> </p>		<p> </p>

	=== ITIL KPIs Definition of CSI Initiatives ===		==ITIL KPIs Definition of CSI Initiatives==

	{\| border="1" cellpadding="5" cellspacing="0~~" align="center~~"		{\| border="1" cellpadding="5" cellspacing="0"
	\|-		\|-
	! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)		! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)
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	\|-		\|-
	\| Number of CSI Initiatives		\| Number of CSI Initiatives
	\| Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation		\|
			* Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation
	\|-		\|-
	\| Number of completed CSI Initiatives		\| Number of completed CSI Initiatives
	\| Number of CSI initiatives which were completed during the reporting period		\|
			* Number of CSI initiatives which were completed during the reporting period
	\|}		\|}

	<p> </p>		<p> </p>

	~~&#8594~~; ~~back to~~: ~~'''[[ITIL Key Performance Indicators~~\|~~ITIL Key Performance Indicators]]'''~~		<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>

	<p>~~ ~~</p>
	~~<p> ~~</p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea at 10:36, 22 December 2011

2011-12-22T10:36:06Z

← Older revision		Revision as of 12:36, 22 December 2011
Line 8:		Line 8:
	<br style="clear:both;"/>		<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement\|CSI - Continual Service Improvement according to ITIL V3]]		'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement\|CSI - Continual Service Improvement according to ITIL 2011]]

	'''Source''': Key Performance Indicators for ITIL CSI from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]		'''Source''': Key Performance Indicators for ITIL CSI from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]

			<p> </p>
			<p> </p>

	=== ITIL KPIs Service ~~Evaluation~~ ===		=== ITIL KPIs Service Review ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	! width="65%" style="background:#ffffcc;" \| Definition		! width="65%" style="background:#ffffcc;" \| Definition
	\|-		\|-
	\| Number of ~~Customer Complaints~~		\| Number of Service Reviews
	~~\| Number of received customer complaints~~		\| Number of formal Service Reviews carried out during the reporting period
	\|-
	~~\| Number of Accepted Customer Complaints~~
	~~\| Number of received customer complaints which were accepted as justified~~
	\|-
	~~\| Number of Customer Satisfaction Surveys~~
	\| Number of formal ~~Customer Satisfaction Surveys~~ carried out during the reporting period
	\|-
	~~\| Percentage of Returned Questionnaires~~
	~~\| Percentage of questionnaires returned, in relation to all questionnaires being sent out~~
	\|-		\|-
	\| Number of ~~Service Evaluations~~		\| Number of identified Weaknesses
	~~\| Number of formal Service Evaluations carried out during the reporting period~~		\| Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives
	\|-
	~~\| Number of Identified~~ Weaknesses
	\| Number of weaknesses which were identified during Service ~~Evaluation~~, to be addressed by improvement initiatives
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Process Evaluation ===		=== ITIL KPIs Process Evaluation ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\| Number of formal Service Evaluations carried out		\| Number of formal Service Evaluations carried out
	\|-		\|-
	\| Number of ~~Identified~~ Weaknesses		\| Number of identified Weaknesses
	\| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives		\| 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
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Definition of CSI Initiatives ===		=== ITIL KPIs Definition of CSI Initiatives ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\| Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation		\| Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation
	\|-		\|-
	\| Number of ~~Completed~~ CSI Initiatives		\| Number of completed CSI Initiatives
	\| Number of CSI initiatives which were completed during the reporting period		\| Number of CSI initiatives which were completed during the reporting period
	\|}		\|}

			<p> </p>

	→ back to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''		→ back to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''

			<p> </p>
			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3\|KPIs Continual Service Improvement]]		[[Category:ITIL V3\|KPIs Continual Service Improvement]]
			[[Category:ITIL 2011\|KPIs Continual Service Improvement]]
	[[Category:KPI (ITIL)\|Continual Service Improvement KPIs]]		[[Category:KPI (ITIL)\|Continual Service Improvement KPIs]]
	[[Category:Continual Service Improvement\|KPIs Continual Service Improvement]]		[[Category:Continual Service Improvement\|KPIs Continual Service Improvement]]
	<!-- --- -->		<!-- --- -->

Andrea at 07:56, 27 July 2011

2011-07-27T07:56:19Z

@@ Line 1: / Line 1: @@
 '''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|CSI - Continual Service Improvement according to ITIL V3]]
@@ Line 7: / Line 18: @@
 {| border="1" cellpadding="5" cellspacing="0" align="center"
 |-
-! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
+! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
-! width="70%" style="background:#e9e6d1;" | Definition
+! width="65%" style="background:#ffffcc;" | Definition
 |-
 | Number of Customer Complaints
@@ Line 28: / Line 39: @@
 | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
 |}
@@ Line 37: / Line 47: @@
 {| border="1" cellpadding="5" cellspacing="0" align="center"
 |-
-! width="30%" style="background:#f8f7ef;" | Kennzahl (KPI)
+! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
-! width="70%" style="background:#e9e6d1;" | Definition
+! width="65%" style="background:#ffffcc;" | Definition
 |-
 | Number of Process Benchmarkings, Maturity Assessments, and Audits
@@ Line 49: / Line 59: @@
 | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
 |}

Andrea: New page: '''ITIL Process''': CSI - Continual Service Improvement according to ITIL V3 === ITIL KPIs Service Evaluation === {| border="1" cellpad...

2008-03-21T12:51:22Z

New page: '''ITIL Process''': CSI - Continual Service Improvement according to ITIL V3 === ITIL KPIs Service Evaluation === {| border="1" cellpad...

New page

'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|CSI - Continual Service Improvement according to ITIL V3]]

=== ITIL KPIs Service Evaluation ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
| Number of Customer Complaints
| Number of received customer complaints
|-
| Number of Accepted Customer Complaints
| Number of received customer complaints which were accepted as justified
|-
| Number of Customer Satisfaction Surveys
| Number of formal Customer Satisfaction Surveys carried out during the reporting period
|-
| Percentage of Returned Questionnaires
| Percentage of questionnaires returned, in relation to all questionnaires being sent out
|-
| Number of Service Evaluations
| Number of formal Service Evaluations carried out during the reporting period
|-
| Number of Identified Weaknesses
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
|}

=== ITIL KPIs Process Evaluation ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Kennzahl (KPI)
! width="70%" style="background:#e9e6d1;" | 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
|}