ITIL KPIs Service Strategy - Revision history

Andrea at 17:25, 15 June 2019

2019-06-15T17:25:15Z

← Older revision		Revision as of 19:25, 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_Strategy&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Strategy%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_-_Estrategia_del_Servicio esta página en español]		rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio esta página en español]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

	~~'''Source''': Key Performance Indicators for ITIL Service Strategy~~ 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 Planned New Services		\|Number of Planned New Services
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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
	\|-		\|-
	\|Adherence to Budgeting Process		\|Adherence to Budgeting Process
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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 Customer Complaints		\|Number of Customer Complaints

Andrea at 08:47, 28 April 2017

2017-04-28T08:47:25Z

← 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_Strategy_-_Servicestrategie 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_Strategy&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_-_Estrategia_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_Strategy&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Strategy%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
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			rect 81 0 114 36 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
			rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_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 10:12, 13 September 2014

2014-09-13T10:12:19Z

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

	==<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>==		==<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>==

	{\| ~~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 Planned New Services		\|Number of Planned New Services
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	==ITIL KPIs Financial Management==		==ITIL KPIs Financial 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
	\|-		\|-
	\|Adherence to Budgeting Process		\|Adherence to Budgeting Process
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	==ITIL KPIs Business Relationship Management==		==ITIL KPIs Business Relationship 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 Customer Complaints		\|Number of Customer Complaints
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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_Strategy">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy</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_Strategy_-_Servicestrategie">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_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 15:08, 3 August 2013

2013-08-03T15:08:21Z

← Older revision		Revision as of 17:08, 3 August 2013
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

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

	===<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>===		==<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>==

	{\| 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 Planned New Services		\|Number of Planned New Services
	\|Percentage of new services which are developed following a strategic review		\|
			* Percentage of new services which are developed following a strategic review
	\|-		\|-
	\|Number of Unplanned New Services		\|Number of Unplanned New Services
	\|Percentage of new services which are developed without being triggered by strategic reviews		\|
			* Percentage of new services which are developed without being triggered by strategic reviews
	\|-		\|-
	\|Number of Strategic Initiatives		\|Number of Strategic Initiatives
	\|Number of strategic initiatives launched from the Service Portfolio Management process		\|
			* Number of strategic initiatives launched from the Service Portfolio Management process
	\|-		\|-
	\|Number of new Customers		\|Number of new Customers
	\|Number of newly won customers		\|
			* Number of newly won customers
	\|-		\|-
	\|Number of lost Customers		\|Number of lost Customers
	\|Number of customers which were lost to competing service providers		\|
			* Number of customers which were lost to competing service providers
	\|}		\|}

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	<p> </p>		<p> </p>

	=== ITIL KPIs Financial Management ===		==ITIL KPIs Financial 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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	\|-		\|-
	\|Adherence to Budgeting Process		\|Adherence to Budgeting Process
	\|Percent of projects using the standard IT budgeting process		\|
			* Percent of projects using the standard IT budgeting process
	\|-		\|-
	\|Cost-/ Benefit Estimation		\|Cost-/ Benefit Estimation
	\|Percent of project files containing cost-/ benefit estimates		\|
			* Percent of project files containing cost-/ benefit estimates
	\|-		\|-
	\|Post Implementation Review		\|Post Implementation Review
	\|Percent of projects where costs and benefits are verified after implementation		\|
			* Percent of projects where costs and benefits are verified after implementation
	\|-		\|-
	\|Adherence to Approved Budget		\|Adherence to Approved Budget
	\|Percent of IT expenses exceeding the approved budget		\|
			* Percent of IT expenses exceeding the approved budget
	\|-		\|-
	\|Adherence to Project Resources		\|Adherence to Project Resources
	\|Percent of expenses exceeding the planned budget for a project		\|
			* Percent of expenses exceeding the planned budget for a project
	\|-		\|-
	\|Proposals for Cost Optimization		\|Proposals for Cost Optimization
	\|Number of proposals by Financial Management for the optimized use of financial resources		\|
			* Number of proposals by Financial Management for the optimized use of financial resources
	\|}		\|}

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	<p> </p>		<p> </p>

	=== ITIL KPIs Business Relationship Management ===		==ITIL KPIs Business Relationship 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 Customer Complaints		\|Number of Customer Complaints
	\|Number of received customer complaints		\|
			* Number of received customer complaints
	\|-		\|-
	\|Number of accepted Customer Complaints		\|Number of accepted Customer Complaints
	\|Number of received customer complaints which were accepted as justified		\|
			* Number of received customer complaints which were accepted as justified
	\|-		\|-
	\|Number of Customer Satisfaction Surveys		\|Number of Customer Satisfaction Surveys
	\|Number of formal Customer Satisfaction Surveys carried out during the reporting period		\|
			* Number of formal Customer Satisfaction Surveys carried out during the reporting period
	\|-		\|-
	\|Percentage of returned Questionnaires		\|Percentage of returned Questionnaires
	\|Percentage of questionnaires returned, in relation to all questionnaires being sent out		\|
			* Percentage of questionnaires returned, in relation to all questionnaires being sent out
	\|-		\|-
	\|Customer Satisfaction per Service		\|Customer Satisfaction per Service
	\|Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.		\|
			* Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.
	\|}		\|}

	<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 09:38, 22 December 2011

2011-12-22T09:38:52Z

← Older revision		Revision as of 11:38, 22 December 2011
Line 1:		Line 1:
	<seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." />		<seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil, kpis strategy management" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." />
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Strategy\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Strategy\|100px
Line 8:		Line 8:
	<br style="clear:both;"/>		<br style="clear:both;"/>

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

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

			<p> </p>
			<p> </p>

	=== ITIL KPIs Service Portfolio Management ===		===<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|-		\|-
	\|Number of Planned New Services		\|Number of Planned New Services
	\|Percentage of new services which are developed~~, being triggered by Service Portfolio Management~~		\|Percentage of new services which are developed following a strategic review
	\|-		\|-
	\|Number of Unplanned New Services		\|Number of Unplanned New Services
	\|Percentage of new services which are developed without being triggered by ~~Service Portfolio Management~~		\|Percentage of new services which are developed without being triggered by strategic reviews
	\|-		\|-
	\|Number of Strategic Initiatives		\|Number of Strategic Initiatives
	\|Number of strategic initiatives launched from the Service Portfolio Management process		\|Number of strategic initiatives launched from the Service Portfolio Management process
	\|-		\|-
	\|Number of ~~New~~ Customers		\|Number of new Customers
	\|Number of newly won customers		\|Number of newly won customers
	\|-		\|-
	\|Number of ~~Lost~~ Customers		\|Number of lost Customers
	\|Number of customers which were lost to competing service providers		\|Number of customers which were lost to competing service providers
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Financial Management ===		=== ITIL KPIs Financial 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 Business Relationship Management ===

			{\| border="1" cellpadding="5" cellspacing="0" align="center"
			\|-
			! width="35%" style="background:#ffcc66;" \| Key Performance Indicator (KPI)
			! width="65%" style="background:#ffffcc;" \| 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
			\|-
			\|Customer Satisfaction per Service
			\|Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.
			\|}

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

Andrea at 07:54, 27 July 2011

2011-07-27T07:54:23Z

← Older revision		Revision as of 09:54, 27 July 2011
Line 1:		Line 1:
			<seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." />
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|ITIL KPI's Service Strategy\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Strategy\|100px
	rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]		rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
	rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio esta página en español]		rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio esta página en español]

Andrea at 17:11, 12 April 2010

2010-04-12T17:11:09Z

@@ Line 1: / Line 1: @@
-{|
+<imagemap>
-! align="right" width="80%"|
+Image:ITIL-Wiki-de-es.jpg|ITIL KPI's Service Strategy|100px
-! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
+rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
 |}
-'''ITIL Process''': [[ITIL Processes#Service Strategy|Service Strategy according to ITIL V3]]
@@ Line 12: / Line 44: @@
 {| 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
 |-
 |Adherence to Budgeting Process
@@ Line 30: / Line 62: @@
 |Percent of expenses exceeding the planned budget for a project
 |-
-|Proposals for Cost Optimisation
+|Proposals for Cost Optimization
-|Number of proposals by Financial Management for the optimised use of financial resources
+|Number of proposals by Financial Management for the optimized use of financial resources
 |}

Andrea at 18:20, 11 November 2007

2007-11-11T18:20:41Z

New page

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

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

=== ITIL KPIs Financial Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Adherence to Budgeting Process
|Percent of projects using the standard IT budgeting process
|-
|Cost-/ Benefit Estimation
|Percent of project files containing cost-/ benefit estimates
|-
|Post Implementation Review
|Percent of projects where costs and benefits are verified after implementation
|-
|Adherence to Approved Budget
|Percent of IT expenses exceeding the approved budget
|-
|Adherence to Project Resources
|Percent of expenses exceeding the planned budget for a project
|-
|Proposals for Cost Optimisation
|Number of proposals by Financial Management for the optimised use of financial resources
|}