ITIL KPIs Service Transition - Revision history

Andrea at 17:27, 15 June 2019

2019-06-15T17:27:38Z

← Older revision		Revision as of 19:27, 15 June 2019
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	rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Transici%C3%B3n_del_Servicio esta página en español]		rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Transici%C3%B3n_del_Servicio esta página en español]
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

	~~'''Source''': Key Performance Indicators for ITIL Service Transition~~ 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 Major Changes		\|Number of Major Changes
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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 Projects		\|Number of Projects
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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 Releases		\|Number of Releases
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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
	\|-		\|-
	\|Percentage of failed Release Component Acceptance Tests		\|Percentage of failed Release Component Acceptance Tests
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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
	\|-		\|-
	\|Verification Frequency		\|Verification Frequency

Andrea at 08:47, 28 April 2017

2017-04-28T08:47:51Z

← Older revision		Revision as of 10:47, 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 10:16, 13 September 2014

2014-09-13T10:16:26Z

← Older revision		Revision as of 12:16, 13 September 2014
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	<~~seo metakeywords~~="itil kpis service transition, kpis service transition, kpis service transition itil" ~~metadescription~~="Service Transition: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Transition." />		<itpmch><title>ITIL KPIs Service Transition \| IT Process Wiki</title>
			<meta name="keywords" content="itil kpis service transition, kpis service transition, kpis service transition itil" />
			<meta name="description" content="Service Transition: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Transition." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Transition\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL KPI's Service Transition\|100px
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	<p> </p>		<p> </p>
			__TOC__

	==ITIL KPIs Change Management==		==ITIL KPIs Change 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 Major Changes		\|Number of Major Changes
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	==ITIL KPIs Project Management (Transition Planning and Support)==		==ITIL KPIs Project Management (Transition Planning and Support)==

	{\| ~~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 Projects		\|Number of Projects
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	==ITIL KPIs Release and Deployment Management==		==ITIL KPIs Release and Deployment 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 Releases		\|Number of Releases
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	==ITIL KPIs Service Validation and Testing==		==ITIL KPIs Service Validation and Testing==

	{\| ~~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
	\|-		\|-
	\|Percentage of failed Release Component Acceptance Tests		\|Percentage of failed Release Component Acceptance Tests
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	==ITIL KPIs Service Asset and Configuration Management==		==ITIL KPIs Service Asset and Configuration 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
	\|-		\|-
	\|Verification Frequency		\|Verification Frequency
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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_Transition">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Transition</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_Transition_-_Service%C3%BCberf%C3%BChrung">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Transici%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: -->

Andrea at 15:12, 3 August 2013

2013-08-03T15:12:54Z

Show changes

Andrea at 10:32, 22 December 2011

2011-12-22T10:32:23Z

← Older revision		Revision as of 12:32, 22 December 2011
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	<br style="clear:both;"/>		<br style="clear:both;"/>

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

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

			<p> </p>
			<p> </p>

	=== ITIL KPIs Change Management ===		=== ITIL KPIs Change Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|Number of CAB (Change Advisory Board) meetings		\|Number of CAB (Change Advisory Board) meetings
	\|-		\|-
	\|Time for Change ~~Clearance~~		\|Time for Change Approval/ Rejection
	\|Average time from registering an RFC with Change Management until ~~Change clearance~~		\|Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
	\|-		\|-
	\|Change Acceptance Rate		\|Change Acceptance Rate
	\|Number of accepted vs. rejected RFCs		\|Number of accepted vs. rejected RFCs
	\|-		\|-
	\|Number of ~~Urgent~~ Changes		\|Number of Emergency Changes
	\|Number of ~~urgent changes~~ assessed by the ECAB (Emergency Change Advisory Board)		\|Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Project Management (Transition Planning and Support) ===		=== ITIL KPIs Project Management (Transition Planning and Support) ===


	{\| 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 Release and Deployment Management ===		=== ITIL KPIs Release and Deployment Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|Number of releases which had to be reversed		\|Number of releases which had to be reversed
	\|-		\|-
	\|Proportion of ~~Automatic~~ Release Distribution		\|Proportion of automatic Release Distribution
	\|Proportion of new releases distributed automatically		\|Proportion of new releases distributed automatically
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Service Validation and Testing ===		=== ITIL KPIs Service Validation and Testing ===


	{\| 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
	\|-		\|-
	\|Percentage of ~~Failed~~ Release Component Acceptance Tests		\|Percentage of failed Release Component Acceptance Tests
	\|Percentage of release components which fail to pass acceptance tests		\|Percentage of release components which fail to pass acceptance tests
	\|-		\|-
	\|Number of ~~Identified~~ Errors		\|Number of identified Errors
	\|Number of identified errors during release testing		\|Number of identified errors during release testing
	* per release		* per release
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	\|Time until re-submission of fixed release components		\|Time until re-submission of fixed release components
	\|-		\|-
	\|Incidents ~~Caused~~ by New Releases		\|Incidents caused by New Releases
	\|Number of Incidents attributable to new releases		\|Number of Incidents attributable to new releases
	\|-		\|-
	\|Percentage of ~~Failed~~ Service Acceptance Tests		\|Percentage of failed Service Acceptance Tests
	\|Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off		\|Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off
	\|}		\|}

			<p> </p>
			<p> </p>

	=== ITIL KPIs Service Asset and Configuration Management ===		=== ITIL KPIs Service Asset and Configuration Management ===


	{\| border="1" cellpadding="5" cellspacing="0" align="center"		{\| border="1" cellpadding="5" cellspacing="0" align="center"
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	\|Frequency of physical verifications of CMS contents		\|Frequency of physical verifications of CMS contents
	\|-		\|-
	\|~~Verification Duration~~		\|Number of Incidents owing to inaccurate CMS Information
	\|~~Average duration for physical verifications~~ of the ~~CMS contents~~		\|Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
	\|-		\|-
	\|Effort for CMS Verifications		\|Effort for CMS Verifications
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	\|-		\|-
	\|CMS Coverage		\|CMS Coverage
	\|Percentage of configuration components for which data is kept in the CMS		\|Percentage of configuration components for which data is kept in the CMS
	\|-		\|-
	\|~~Automatic CMS Update~~		\|Number of unauthorized Changes detected automatically
	\|~~Percentage~~ of configuration ~~components for which data in the CMS is updated automatically~~		\|Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
	\|-		\|-
	\|Number of CMS Errors		\|Number of CMS Errors
	\|Number of ~~occasions when~~ CMS ~~contents are found to be incorrect~~		\|Number of errors found in the CMS as a result of an audit
	\|}		\|}

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

Andrea at 07:55, 27 July 2011

2011-07-27T07:55:08Z

Show changes

Andrea at 18:22, 11 November 2007

2007-11-11T18:22:35Z

New page

{|
! align="right" width="80%"|
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Transition_-_Service%C3%BCberf%C3%BChrung diese Seite auf Deutsch]
|}

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

=== ITIL KPIs Change 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 Major Changes
|Number of major changes, which necessitate approval by the CAB (Change Advisory Board)
|-
|Number of CAB Meetings
|Number of CAB (Change Advisory Board) meetings
|-
|Time for Change Clearance
|Average time from registering an RFC with Change Management until Change clearance
|-
|Change Acceptance Rate
|Number of accepted vs. rejected RFCs
|}

=== ITIL KPIs Release and Deployment 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 Major Releases
|Number of major Releases rolled out into the productive environment
|-
|Duration of Rollouts
|Average duration of Rollouts from clearance until completion
|-
|Number of Release Backouts
|Number of Releases in need to be reversed
|-
|Incidents Caused by New Releases
|Number of incidents attributable to New Releases
|-
|Release Rollout Punctuality
|Proportion of Releases finalised within the agreed schedule
|-
|Work Effort for Releases
|Work effort for the Rollout of new Releases
|-
|Proportion of Automatic Release Distribution
|Proportion of new Releases distributed automatically
|}

=== ITIL KPIs Service Asset and Configuration Management ===

{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|Verification Frequency
|Frequency of physical verifications of CMDB contents
|-
|Verification Duration
|Average duration for physical verifications of the CMDB contents
|-
|Effort for CMDB Verifications
|Average work effort for physical verifications of the CMDB contents
|-
|CMDB Coverage
|Percentage of configuration components for which data is kept in the CMDB
|-
|Automatic CMDB Update
|Percentage of configuration components for which data in the CMDB is updated automatically
|-
|Number of CMDB Errors
|Number of occasions when CMDB contents are found to be incorrect
* (i.e. restrospective Changes are carried out)
|}