ITIL KPIs Service Design - Revision history

Andrea at 17:26, 15 June 2019

2019-06-15T17:26:39Z

← Older revision		Revision as of 19:26, 15 June 2019
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	rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Design&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Design%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
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	rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio esta página en español]		rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio esta página en español]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

	~~'''Source''': Key Performance Indicators for ITIL Service Design~~ 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
	\|-		\|-
	\|Services covered by SLAs		\|Services covered by SLAs
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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
	\|-		\|-
	\|Incidents due to Capacity Shortages		\|Incidents due to Capacity Shortages
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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
	\|-		\|-
	\|Service Availability		\|Service Availability
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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
	\|-		\|-
	\|Business Processes with Continuity Agreements		\|Business Processes with Continuity Agreements
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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 implemented Preventive Measures		\|Number of implemented Preventive Measures
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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 agreed UCs		\|Number of agreed UCs

Andrea at 08:46, 28 April 2017

2017-04-28T08:46:43Z

← Older revision		Revision as of 10:46, 28 April 2017
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	rect 0 ~~0 50 30~~ [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Design diese Seite auf Deutsch]		rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Design&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn]
	rect 50 0 ~~100 30~~ [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio esta página en español]		rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Design&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Design%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
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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 10:13, 13 September 2014

2014-09-13T10:13:33Z

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

	==ITIL KPIs Service Level Management==		==ITIL KPIs Service Level Management==

	{\| ~~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
	\|-		\|-
	\|Services covered by SLAs		\|Services covered by SLAs
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	==ITIL KPIs Capacity Management==		==ITIL KPIs Capacity Management==

	{\| ~~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
	\|-		\|-
	\|Incidents due to Capacity Shortages		\|Incidents due to Capacity Shortages
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	==ITIL KPIs Availability Management==		==ITIL KPIs Availability Management==

	{\| ~~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
	\|-		\|-
	\|Service Availability		\|Service Availability
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	==ITIL KPIs IT Service Continuity Management==		==ITIL KPIs IT Service Continuity Management==

	{\| ~~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
	\|-		\|-
	\|Business Processes with Continuity Agreements		\|Business Processes with Continuity Agreements
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	==ITIL KPIs Information Security Management==		==ITIL KPIs Information Security Management==

	{\| ~~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 implemented Preventive Measures		\|Number of implemented Preventive Measures
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	==ITIL KPIs Supplier Management==		==ITIL KPIs Supplier Management==

	{\| ~~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 agreed UCs		\|Number of agreed UCs
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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_Service_Design">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design</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_Service_Design">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio">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 15:11, 3 August 2013

2013-08-03T15:11:21Z

Show changes

Andrea at 10:31, 22 December 2011

2011-12-22T10:31:25Z

← Older revision		Revision as of 12:31, 22 December 2011
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL Processes#Service Design\|Service Design according to ITIL V3]]		'''ITIL Process''': [[ITIL Processes#Service Design\|Service Design according to ITIL 2011]]

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

			<p> </p>
			<p> </p>

	=== ITIL KPIs Service Level Management ===		=== ITIL KPIs Service Level Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Capacity Management ===		=== ITIL KPIs Capacity Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Availability Management ===		=== ITIL KPIs Availability Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs IT Service Continuity Management ===		=== ITIL KPIs IT Service Continuity Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|Number of disaster practices actually carried out		\|Number of disaster practices actually carried out
	\|-		\|-
	\|Number of ~~Identified~~ Shortcomings during Disaster Practices		\|Number of identified Shortcomings during Disaster Practices
	\|Number of identified shortcomings in the preparation for disaster events which are identified during practices		\|Number of identified shortcomings in the preparation for disaster events which are identified during practices
	\|}		\|}

			<p> </p>
			<p> </p>

			=== ITIL KPIs Information Security Management ===

	=== ITIL KPIs IT Security Management ===


	{\| 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 ~~Implemented~~ Preventive Measures		\|Number of implemented Preventive Measures
	\|Number of preventive security measures which were implemented in response to identified security threats		\|Number of preventive security measures which were implemented in response to identified security threats
	\|-		\|-
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	\|Duration from the identification of a security threat to the implementation of a suitable counter measure		\|Duration from the identification of a security threat to the implementation of a suitable counter measure
	\|-		\|-
	\|Number of ~~Major~~ Security Incidents		\|Number of major Security Incidents
	\|Number of identified security incidents, classified by severity category		\|Number of identified security incidents, classified by severity category
	\|-		\|-
	\|Number of Security-~~Related~~ Service Downtimes		\|Number of Security-related Service Downtimes
	\|Number of security incidents causing service interruption or reduced availability		\|Number of security incidents causing service interruption or reduced availability
	\|-		\|-
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	\|Number of security tests and trainings carried out		\|Number of security tests and trainings carried out
	\|-		\|-
	\|Number of ~~Identified~~ Shortcomings during Security Tests		\|Number of identified Shortcomings during Security Tests
	\|Number of identified shortcomings in security mechanisms which were identified during tests		\|Number of identified shortcomings in security mechanisms which were identified during tests
	\|}		\|}

			<p> </p>
			<p> </p>


	=== ITIL KPIs Supplier Management ===		=== ITIL KPIs Supplier Management ===


	{\| 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 ~~Agreed~~ UCs		\|Number of agreed UCs
	\|Percentage of contracts underpinned by UCs		\|Percentage of contracts underpinned by UCs
	\|-		\|-
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	\|Number of conducted contract and supplier reviews		\|Number of conducted contract and supplier reviews
	\|-		\|-
	\|Number of ~~Identified~~ Contract Breaches		\|Number of identified Contract Breaches
	\|Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)		\|Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)
	\|}		\|}

			<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 Service Design]]		[[Category:ITIL V3\|KPIs Service Design]]
			[[Category:ITIL 2011\|KPIs Service Design]]
	[[Category:KPI (ITIL)\|Service Design KPIs]]		[[Category:KPI (ITIL)\|Service Design KPIs]]
	[[Category:Service Design\|KPIs Service Design]]		[[Category:Service Design\|KPIs Service Design]]
	<!-- --- -->		<!-- --- -->

Andrea at 07:54, 27 July 2011

2011-07-27T07:54:50Z

Show changes

Andrea at 18:21, 11 November 2007

2007-11-11T18:21:42Z

New page

{|
! align="right" width="80%"|
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Design diese Seite auf Deutsch]
|}

'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]]

=== ITIL KPIs Service Level Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Service Elements in SLAs
|Number of service elements included in SLAs
|-
|Service Elements with OLAs/UCs
|Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs
|-
|Monitored SLAs
|Number of monitored SLAs, where weak-spots and counter-measures are reported
|-
|SLAs under Review
|Number of SLAs which are regularly reviewed
|-
|Fulfilment of Service Levels
|Number of SLA elements where the agreed service levels are fulfilled
|-
|Number of Shortcomings
|Number of shortcomings in the service provision, which are identified and addressed in an improvement plan
|}

=== ITIL KPIs Availability Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Service Availability
|Availability of IT Services relative to the availability agreed in SLAs
|-
|Duration of Service Interruptions
|Average duration of interruptions to IT-Services
|-
|Number of Service Interruptions
|Number of interruptions to the IT Services
|-
|Availability Monitoring
|Percentage of relevant infrastructure components, of which the availability is automatically monitored
|-
|Availability Measures
|Number of implemented measures with the objective of increasing availability
|}

=== ITIL KPIs Capacity Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Incidents due to Lack of Capacity
|Number of incidents occurring, which are attributable to insufficient IT Capacity
|-
|Exactness of Capacity Forecast
|Deviation of the predicted capacity development from actual course
|-
|Capacity Adjustments
|Number of adjustments of the IT Capacities to changing demand
|-
|Unplanned Capacity Adjustments
|Number of unplanned increases to IT Capacity as result of capacity bottlenecks
|-
|Resolution Time of Capacity Shortage
|Duration of resolution of recognized capacity-bottleneck
|-
|Capacity Reserves
|Percent of capacity reserves at times of normal and maximum demand
|-
|Percentage of Capacity Monitoring
|Percentage of relevant infrastructure components, of which the capacity is automatically monitored
|}

=== ITIL KPIs IT Service Continuity Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Processes under Risk-Management
|Percentage of business-processes on client side, which are covered by IT Risk- Management
|-
|Gaps in Disaster Preparation
|Number of identified gaps in the preparation for disaster events, where no preventive measures have yet been taken
|-
|Shortcomings in Disaster Preparation
|Number of identified shortcomings in the preparation for disaster events, which, for example, are identified during practices
|-
|Implementation Duration
|Duration from the identification of a risk up to implementation of a respective precautionary measure
|-
|Number of Disaster Practices
|Number of disaster practices actually carried out
|}