ITIL KPIs Service Operation - Revision history

Andrea at 17:28, 15 June 2019

2019-06-15T17:28:45Z

← Older revision		Revision as of 19:28, 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_Operation&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Operation%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_-_Operaci%C3%B3n_del_Servicio esta página en español]		rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_del_Servicio esta página en español]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

	~~'''Source''': Key Performance Indicators for ITIL Service Operation~~ 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 repeated Incidents		\| Number of repeated Incidents
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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 Problems		\|Number of Problems

Andrea at 08:47, 28 April 2017

2017-04-28T08:47:05Z

← Older revision		Revision as of 10:47, 28 April 2017
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	rect 0 ~~0 50 30~~ [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb 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_Operation&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_-_Operaci%C3%B3n_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_Operation&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Operation%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_-_Operaci%C3%B3n_del_Servicio esta página en español]
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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 10:17, 13 September 2014

2014-09-13T10:17:32Z

← Older revision		Revision as of 12:17, 13 September 2014
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	<~~seo metakeywords~~="itil kpis service operation, kpis service operation, kpis service operation itil" ~~metadescription~~="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />		<itpmch><title>ITIL KPIs Service Operation \| IT Process Wiki</title>
			<meta name="keywords" content="itil kpis service operation, kpis service operation, kpis service operation itil" />
			<meta name="description" content="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Operation\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Operation\|100px
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	<p> </p>		<p> </p>
			__TOC__

	==ITIL KPIs Incident Management==		==ITIL KPIs Incident 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 repeated Incidents		\| Number of repeated Incidents
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	==ITIL KPIs Problem Management==		==ITIL KPIs Problem 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 Problems		\|Number of Problems
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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_Operation">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Operation</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_Operation_-_Servicebetrieb">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_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: -->
	[[Category:ITIL V3\|KPIs Service Operation]]		[[Category:ITIL V3\|KPIs Service Operation]]

Andrea at 15:13, 3 August 2013

2013-08-03T15:13:42Z

← Older revision		Revision as of 17:13, 3 August 2013
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL V3 Service Operation\|Service Operation according to ITIL 2011]]		'''ITIL Process''': [[ITIL Service Operation\|Service Operation according to ITIL 2011]]

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

	~~<p>~~&~~nbsp~~;~~</p>~~		→ back to: '''[[ITIL Key Performance Indicators\|ITIL Key Performance Indicators]]'''

	<p> </p>		<p> </p>

	=== ITIL KPIs Incident Management ===		==ITIL KPIs Incident Management==

	{\| 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 repeated Incidents		\| Number of repeated Incidents
	\| Number of repeated Incidents, with known resolution methods		\|
			* Number of repeated Incidents, with known resolution methods
	\|-		\|-
	\|Incidents resolved Remotely		\|Incidents resolved Remotely
	\| Number of Incidents resolved remotely by the Service Desk		\|
			* Number of Incidents resolved remotely by the Service Desk
	* (i.e.without carrying out work at user's location)		* (i.e.without carrying out work at user's location)
	\|-		\|-
	\| Number of Escalations		\| Number of Escalations
	\|Number of escalations for Incidents not resolved in the agreed resolution time		\|
			* Number of escalations for Incidents not resolved in the agreed resolution time
	\|-		\|-
	\| Number of Incidents		\| Number of Incidents
	\|Number of incidents registered by the Service Desk		\|
			* Number of incidents registered by the Service Desk
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|Average Initial Response Time		\|Average Initial Response Time
	\|Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident		\|
			* Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
	\|-		\|-
	\|Incident Resolution Time		\|Incident Resolution Time
	\|Average time for resolving an incident		\|
			* Average time for resolving an incident
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|First Time Resolution Rate		\|First Time Resolution Rate
	\|Percentage of Incidents resolved at the Service Desk during the first call		\|
			* Percentage of Incidents resolved at the Service Desk during the first call
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|Resolution within SLA		\|Resolution within SLA
	\|Rate of incidents resolved during solution times agreed in SLA		\|
			* Rate of incidents resolved during solution times agreed in SLA
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|Incident Resolution Effort		\|Incident Resolution Effort
	\|Average work effort for resolving Incidents		\|
			* Average work effort for resolving Incidents
	* grouped into categories		* grouped into categories
	\|}		\|}
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	<p> </p>		<p> </p>

	=== ITIL KPIs Problem Management ===		==ITIL KPIs Problem Management==

	{\| 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 Problems		\|Number of Problems
	\|Number of Problems registered by Problem Management		\|
			* Number of Problems registered by Problem Management
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|Problem Resolution Time		\|Problem Resolution Time
	\|Average time for resolving Problems		\|
			* Average time for resolving Problems
	* grouped into categories		* grouped into categories
	\|-		\|-
	\|Number of unresolved Problem		\|Number of unresolved Problem
	\|Number of Problems where the underlying root cause is not known at a particular time		\|
			* Number of Problems where the underlying root cause is not known at a particular time
	\|-		\|-
	\|Number of Incidents per Known Problem		\|Number of Incidents per Known Problem
	\|Number of reported Incidents linked to the same Problem after problem identification		\|
			* Number of reported Incidents linked to the same Problem after problem identification
	\|-		\|-
	\|Time until Problem Identification		\|Time until Problem Identification
	\|Average time between first occurance of an Incident and identification of the underlying root cause		\|
			* Average time between first occurance of an Incident and identification of the underlying root cause
	\|-		\|-
	\|Problem Resolution Effort		\|Problem Resolution Effort
	\|Average work effort for resolving Problems		\|
			* Average work effort for resolving Problems
	* grouped into categories		* grouped into categories
	\|}		\|}
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	<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 10:33, 22 December 2011

2011-12-22T10:33:03Z

← Older revision		Revision as of 12:33, 22 December 2011
Line 8:		Line 8:
	<br style="clear:both;"/>		<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL V3 Service Operation\|Service Operation according to ITIL V3]]		'''ITIL Process''': [[ITIL V3 Service Operation\|Service Operation according to ITIL 2011]]

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

			<p> </p>
			<p> </p>

	=== ITIL KPIs Incident Management ===		=== ITIL KPIs Incident 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 ~~Repeated~~ Incidents		\| Number of repeated Incidents
	\| Number of repeated Incidents, with known resolution methods		\| Number of repeated Incidents, with known resolution methods
	\|-		\|-
	\|Remotely ~~Resolved Incidents~~		\|Incidents resolved Remotely
	\| Number of ~~incidents~~ resolved remotely by the Service Desk		\| Number of Incidents resolved remotely by the Service Desk
	* (i.e.without carrying out work at user's location)		* (i.e.without carrying out work at user's location)
	\|-		\|-
	\| Number of Escalations		\| Number of Escalations
	\|Number of escalations for ~~incidents~~ not resolved in the agreed resolution time		\|Number of escalations for Incidents not resolved in the agreed resolution time
	\|-		\|-
	\| Number of Incidents		\| Number of Incidents
	\|Number of incidents registered by the Service Desk		\|Number of incidents registered by the Service Desk
	* ~~per category~~		* grouped into categories
			\|-
			\|Average Initial Response Time
			\|Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
	\|-		\|-
	\|Incident Resolution Time		\|Incident Resolution Time
	\|Average time for resolving an incident		\|Average time for resolving an incident
	* ~~per category~~		* grouped into categories
	\|-		\|-
	\|First Time Resolution Rate		\|First Time Resolution Rate
	\|Percentage of ~~incidents~~ resolved at the Service Desk during the first call		\|Percentage of Incidents resolved at the Service Desk during the first call
	* ~~per category~~		* grouped into categories
	\|-		\|-
	\|Resolution within SLA		\|Resolution within SLA
	\|Rate of incidents resolved during solution times agreed in SLA		\|Rate of incidents resolved during solution times agreed in SLA
	* ~~per category~~		* grouped into categories
	\|-		\|-
	\|Incident Resolution Effort		\|Incident Resolution Effort
	\|Average work effort for resolving ~~incidents~~		\|Average work effort for resolving Incidents
	* ~~per category~~		* grouped into categories
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Problem Management ===		=== ITIL KPIs Problem Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|Number of Problems		\|Number of Problems
	\|Number of Problems registered by Problem Management		\|Number of Problems registered by Problem Management
	* ~~per category~~		* grouped into categories
	\|-		\|-
	\|Problem Resolution Time		\|Problem Resolution Time
	\|Average time for resolving ~~a problem~~		\|Average time for resolving Problems
	* ~~per category~~		* grouped into categories
	\|-		\|-
	\|Number of ~~Incidents per~~ Problem		\|Number of unresolved Problem
	\|~~Average number~~ of ~~incidents linked to~~ the ~~same problem before problem identification~~		\|Number of Problems where the underlying root cause is not known at a particular time
	\|-		\|-
	\|Number of Incidents per Known Problem		\|Number of Incidents per Known Problem
	\|~~Average number~~ of ~~incidents~~ linked to the same ~~problem~~ after problem identification		\|Number of reported Incidents linked to the same Problem after problem identification
	\|-		\|-
	\|Time until Problem Identification		\|Time until Problem Identification
	\|Average time between first occurance of an ~~incident~~ and identification of the underlying root cause		\|Average time between first occurance of an Incident and identification of the underlying root cause
	\|-		\|-
	\|Problem Resolution Effort		\|Problem Resolution Effort
	\|Average work effort for resolving ~~problems~~		\|Average work effort for resolving Problems
	* ~~per category~~		* grouped into categories
	\|}		\|}

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

Andrea at 07:55, 27 July 2011

2011-07-27T07:55:25Z

← Older revision		Revision as of 09:55, 27 July 2011
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	{\|		<seo metakeywords="itil kpis service operation, kpis service operation, kpis service operation itil" metadescription="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />
	~~! align~~="~~right~~" ~~width~~="~~80%~~"\|		<imagemap>
	~~! style="background~~:~~#DDDDDD;" align="right" width="20%"~~\| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Operation\|100px
	\|}		rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]
			rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_del_Servicio esta página en español]
			desc none
			</imagemap>
			<br style="clear:both;"/>

	'''ITIL Process''': [[ITIL V3 Service Operation\|Service Operation according to ITIL V3]]		'''ITIL Process''': [[ITIL V3 Service Operation\|Service Operation according to ITIL V3]]

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


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	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| 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 Repeated Incidents		\| Number of Repeated Incidents
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	\|-		\|-
	\|Remotely Resolved Incidents		\|Remotely Resolved Incidents
	\| Number of incidents resolved remotely by the ~~service desk~~		\| Number of incidents resolved remotely by the Service Desk
	* (i.e.without carrying out work at user's location)		* (i.e.without carrying out work at user's location)
	\|-		\|-
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	\|-		\|-
	\|First Time Resolution Rate		\|First Time Resolution Rate
	\|~~Rate~~ of incidents resolved at the Service Desk during the first call		\|Percentage of incidents resolved at the Service Desk during the first call
	* per category		* per category
	\|-		\|-
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	* per category		* per category
	\|}		\|}



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	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| 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 Problems		\|Number of Problems
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	* per category		* per category
	\|}		\|}


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



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

Andrea at 18:24, 11 November 2007

2007-11-11T18:24:03Z

New page

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

'''ITIL Process''': [[ITIL V3 Service Operation|Service Operation according to ITIL V3]]

=== ITIL KPIs Incident Management ===

{| 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 Repeated Incidents
| Number of repeated Incidents, with known resolution methods
|-
|Remotely Resolved Incidents
| Number of incidents resolved remotely by the service desk
* (i.e.without carrying out work at user's location)
|-
| Number of Escalations
|Number of escalations for incidents not resolved in the agreed resolution time
|-
| Number of Incidents
|Number of incidents registered by the Service Desk
* per category
|-
|Incident Resolution Time
|Average time for resolving an incident
* per category
|-
|First Time Resolution Rate
|Rate of incidents resolved at the Service Desk during the first call
* per category
|-
|Resolution within SLA
|Rate of incidents resolved during solution times agreed in SLA
* per category
|-
|Incident Resolution Effort
|Average work effort for resolving incidents
* per category
|}

=== ITIL KPIs Problem Management ===

{| 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 Problems
|Number of Problems registered by Problem Management
* per category
|-
|Problem Resolution Time
|Average time for resolving a problem
* per category
|-
|Number of Incidents per Problem
|Average number of incidents linked to the same problem before problem identification
|-
|Number of Incidents per Known Problem
|Average number of incidents linked to the same problem after problem identification
|-
|Time until Problem Identification
|Average time between first occurance of an incident and identification of the underlying root cause
|-
|Problem Resolution Effort
|Average work effort for resolving problems
* per category
|}