ITIL Key Performance Indicators - Revision history

Andrea at 11:10, 31 December 2023

2023-12-31T11:10:21Z

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Andrea at 08:41, 18 June 2019

2019-06-18T08:41:38Z

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	''ITIL key performance indicators (KPIs)'' are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.		[[image:ITIL-KPIs.jpg\|thumb\|400px\|right\|alt=ITIL KPIs\|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg\|ITIL Key Performance Indicators]]
			''ITIL key performance indicators (KPIs)'' are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.

	<span id="md-webpage-description" itemprop="description">ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes\|ITIL processes]].</span>		<span id="md-webpage-description" itemprop="description">ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes\|ITIL processes]].</span>
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	__TOC__		__TOC__

			<p style="clear:both;"> </p>

	==Defining ITIL KPIs==		==Defining ITIL KPIs==

	<p id="Defining_KPIs"></p>		<p id="Defining_KPIs"></p>
	~~[[image:ITIL-KPIs.jpg\|thumb\|400px\|right\|alt=ITIL KPIs\|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg\|ITIL Key Performance Indicators]]~~

	Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.		Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.

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	The suggested ITIL key performance indicators (KPIs) have been enhanced with elements from COBIT [[#COBIT\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.		The suggested ITIL key performance indicators (KPIs) have been enhanced with elements from COBIT [[#COBIT\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.
	~~<p style="clear:both;"> </p>~~

	==[[ITIL KPIs Service Strategy\|KPIs Service Strategy]]==		==[[ITIL KPIs Service Strategy\|KPIs Service Strategy]]==
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	*[[ITIL KPIs Service Strategy#ITIL KPIs Financial Management\|KPIs Financial Management]]		*[[ITIL KPIs Service Strategy#ITIL KPIs Financial Management\|KPIs Financial Management]]
	*[[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management\|KPIs Business Relationship Management]]		*[[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management\|KPIs Business Relationship Management]]
	~~<p> </p>~~

	==[[ITIL KPIs Service Design\|KPIs Service Design]]==		==[[ITIL KPIs Service Design\|KPIs Service Design]]==
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	*[[ITIL KPIs Service Design#ITIL KPIs Information Security Management\|KPIs Information Security Management]]		*[[ITIL KPIs Service Design#ITIL KPIs Information Security Management\|KPIs Information Security Management]]
	*[[ITIL KPIs Service Design#ITIL KPIs Supplier Management\|KPIs Supplier Management]]		*[[ITIL KPIs Service Design#ITIL KPIs Supplier Management\|KPIs Supplier Management]]
	~~<p> </p>~~

	==[[ITIL KPIs Service Transition\|KPIs Service Transition]]==		==[[ITIL KPIs Service Transition\|KPIs Service Transition]]==
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	*[[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing\|KPIs Service Validation and Testing]]		*[[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing\|KPIs Service Validation and Testing]]
	*[[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management\|KPIs Service Asset and Configuration Management]]		*[[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management\|KPIs Service Asset and Configuration Management]]
	~~<p> </p>~~

	==[[ITIL KPIs Service Operation\|KPIs Service Operation]]==		==[[ITIL KPIs Service Operation\|KPIs Service Operation]]==
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	*[[ITIL KPIs Service Operation#ITIL KPIs Incident Management\|KPIs Incident Management]]		*[[ITIL KPIs Service Operation#ITIL KPIs Incident Management\|KPIs Incident Management]]
	*[[ITIL KPIs Service Operation#ITIL KPIs Problem Management\|KPIs Problem Management]]		*[[ITIL KPIs Service Operation#ITIL KPIs Problem Management\|KPIs Problem Management]]
	~~<p> </p>~~

	==[[ITIL KPIs Continual Service Improvement\|KPIs CSI]]==		==[[ITIL KPIs Continual Service Improvement\|KPIs CSI]]==
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	*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation\|KPIs Process Evaluation]]		*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation\|KPIs Process Evaluation]]
	*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives\|KPIs Definition of Improvement Initiatives]]		*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives\|KPIs Definition of Improvement Initiatives]]
	~~<p> </p>~~

	==More about ITIL Metrics==		==More about ITIL Metrics==
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	* [[ITIL_Implementation_-_Process_Control#Define_ITIL_Metrics_and_Measurement_Procedures\|Defining ITIL metrics and measurement procedures]]		* [[ITIL_Implementation_-_Process_Control#Define_ITIL_Metrics_and_Measurement_Procedures\|Defining ITIL metrics and measurement procedures]]
	* [[ITIL_Implementation_-_Process_Control#Set_KPI_targets\|Setting KPI targets]].		* [[ITIL_Implementation_-_Process_Control#Set_KPI_targets\|Setting KPI targets]].
	~~<p> </p>~~

	==Notes==		==Notes==

Andrea at 12:32, 17 June 2019

2019-06-17T12:32:27Z

Show changes

Stefan: Revised introductory text.

2019-05-30T10:23:51Z

Revised introductory text.

Andrea at 16:53, 29 March 2019

2019-03-29T16:53:26Z

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	<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>
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Andrea at 08:28, 28 April 2017

2017-04-28T08:28:41Z

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	~~<p> </p>~~

	An extensive collection of ''ITIL key performance indicators (ITIL KPIs)'' supports the introduction of a comprehensive framework for process control. This includes regular quality assessments of the IT Service Management processes.		An extensive collection of ''ITIL key performance indicators (ITIL KPIs)'' supports the introduction of a comprehensive framework for process control. This includes regular quality assessments of the IT Service Management processes.

Andrea at 13:27, 24 October 2016

2016-10-24T13:27:52Z

← Older revision		Revision as of 15:27, 24 October 2016
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	An extensive collection of ''ITIL ~~Key Performance Indicators~~ (ITIL KPIs)'' supports the introduction of a comprehensive framework for ~~Process Controll~~. This includes regular quality assessments of the IT Service Management processes.		An extensive collection of ''ITIL key performance indicators (ITIL KPIs)'' supports the introduction of a comprehensive framework for process control. This includes regular quality assessments of the IT Service Management processes.

	ITIL ~~Key Performance Indicators~~ (ITIL KPIs) are used to assess if the processes of an IT organization - the [[ITIL Processes\|ITIL processes]] - are running according to expectations.		ITIL key performance indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the [[ITIL Processes\|ITIL processes]] - are running according to expectations.

	__TOC__		__TOC__
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	==Defining KPIs==		==Defining KPIs==

	[[image:ITIL-KPIs.jpg\|thumb\|200px\|right\|alt=ITIL KPIs\|ITIL Key Performance Indicators]]		[[image:ITIL-KPIs.jpg\|thumb\|200px\|right\|alt=ITIL KPIs\|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg\|ITIL Key Performance Indicators]]
	Defining suitable KPIs is above all about deciding what exactly is considered a "successful process execution". Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.		Defining suitable KPIs is above all about deciding what exactly is considered a "successful process execution". Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.

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	Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes.		Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes.

	The suggested ITIL ~~Key Performance Indicators~~ (KPIs) comply with the ~~'''~~''ITIL 2011 recommendations~~'''~~'' and were enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.		The suggested ITIL key performance indicators (KPIs) comply with the ''ITIL 2011 recommendations'' and were enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.

	<p> </p>		<p> </p>

Andrea at 13:43, 11 September 2014

2014-09-11T13:43:05Z

Show changes

Andrea: /* Notes */

2013-05-07T10:50:16Z

Notes

← Older revision		Revision as of 12:50, 7 May 2013
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	ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations.		ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations.
	[[image:ITIL-KPIs.jpg\|~~frame~~\|right\|alt=ITIL KPIs\|ITIL Key Performance Indicators]]		[[image:ITIL-KPIs.jpg\|thumb\|200px\|right\|alt=ITIL KPIs\|ITIL Key Performance Indicators]]
	Defining suitable KPIs is above all about deciding what exactly is considered a “successful process execution”. Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.		Defining suitable KPIs is above all about deciding what exactly is considered a “successful process execution”. Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.

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	<p> </p>		<p> </p>

			<html><a rel="author" href="https://profiles.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>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:KPI (ITIL)\|!]]		[[Category:KPI (ITIL)\|!]]
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Andrea at 18:16, 23 December 2011

2011-12-23T18:16:52Z

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	<meta name="description" content="ITIL key performance indicators (ITIL KPIs) ~~are used~~ to ~~assess if~~ the ~~IT service management~~ processes ~~of an organization are running according to expectations~~." />		<meta name="description" content="ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of ITIL processes." />
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	<meta property="og:description" content="ITIL key performance indicators (ITIL KPIs) ~~are used~~ to ~~assess if~~ the ~~IT service management~~ processes ~~of an organization are running according to expectations~~." />		<meta property="og:description" content="ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of ITIL processes." />
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	~~An extensive collection of~~ ''ITIL key performance indicators (ITIL KPIs)'' ~~supports~~ the ~~introduction~~ of ~~a comprehensive framework for process control~~. ~~This includes regular quality assessments~~ of ~~the IT Service Management processes~~.		''ITIL key performance indicators (ITIL KPIs)'' are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.

	ITIL key performance indicators (ITIL KPIs) ~~are used~~ to ~~assess if~~ the ~~processes of an IT~~ organization - the [[ITIL Processes\|ITIL processes]] ~~- are running according to expectations~~.		ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes\|ITIL processes]].

	__TOC__		__TOC__
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	[[image:ITIL-KPIs.jpg\|thumb\|200px\|right\|alt=ITIL KPIs\|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg\|ITIL Key Performance Indicators]]		[[image:ITIL-KPIs.jpg\|thumb\|200px\|right\|alt=ITIL KPIs\|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg\|ITIL Key Performance Indicators]]
	Defining ~~suitable~~ KPIs ~~is above all about~~ deciding what exactly is considered a "successful process execution". Once this is established ~~it becomes possible to determine and measure~~ specific indicators. Process Owners and Controllers ~~are thus in a position~~ to evaluate the quality of their processes, which ~~in turn~~ is the basis for the ongoing optimization and fine-tuning of the process ~~designs~~.		Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.

	The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.		The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.

	~~Generally, the~~ exact definitions of the KPIs will ~~differ depending on~~ the ~~nature of an~~ organization. There are, however, a number of typical KPIs used to assess ITIL processes.		The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes.

	Those common indicators are presented on the following pages as a complete collection of KPIs for ~~the most important~~ ITIL processes.		Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes.

	The suggested ITIL key performance indicators (KPIs) ~~comply~~ with ~~the ''~~ITIL ~~2011 recommendations''~~ and ~~were~~ enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.		The suggested ITIL key performance indicators (KPIs) are aligned with ITIL V3 and have been enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.

	<p> </p>		<p> </p>

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	Generally, the exact definitions of the KPIs will differ depending on the nature of an organization. There are, however, a number of typical KPIs used to assess ITIL processes.		Generally, the exact definitions of the KPIs will differ depending on the nature of an organization. There are, however, a number of typical KPIs used to assess ITIL processes.

	Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes. The suggested ITIL Key Performance Indicators (KPIs) comply with the ITIL V3 recommendations and were enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]].		Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes.

			The suggested ITIL Key Performance Indicators (KPIs) comply with the '''''ITIL 2011 recommendations''''' and were enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes\|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.

	__NOTOC__		__NOTOC__

	=== [[ITIL KPIs Service Strategy\|ITIL KPIs Service Strategy]] ===		=== [[ITIL KPIs Service Strategy\|ITIL KPIs Service Strategy]] ===
	* [[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management\|KPIs Service Portfolio Management]]		* [[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management\|KPIs Service Portfolio Management and Strategy Management for IT Services]]
	* [[ITIL KPIs Service Strategy#ITIL KPIs Financial Management\|KPIs Financial Management]]		* [[ITIL KPIs Service Strategy#ITIL KPIs Financial Management\|KPIs Financial Management]]
			* [[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management\|KPIs Business Relationship Management]]

	=== [[ITIL KPIs Service Design\|ITIL KPIs Service Design]] ===		=== [[ITIL KPIs Service Design\|ITIL KPIs Service Design]] ===
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	* [[ITIL KPIs Service Design#ITIL KPIs Capacity Management\|KPIs Capacity Management]]		* [[ITIL KPIs Service Design#ITIL KPIs Capacity Management\|KPIs Capacity Management]]
	* [[ITIL KPIs Service Design#ITIL KPIs IT Service Continuity Management\|KPIs IT Service Continuity Management]]		* [[ITIL KPIs Service Design#ITIL KPIs IT Service Continuity Management\|KPIs IT Service Continuity Management]]
	* [[ITIL KPIs Service Design#ITIL KPIs IT Security Management\|KPIs Information Security Management]]		* [[ITIL KPIs Service Design#ITIL KPIs Information Security Management\|KPIs Information Security Management]]
	* [[ITIL KPIs Service Design#ITIL KPIs Supplier Management\|KPIs Supplier Management]]		* [[ITIL KPIs Service Design#ITIL KPIs Supplier Management\|KPIs Supplier Management]]

Line 46:		Line 49:

	=== [[ITIL KPIs Continual Service Improvement\|ITIL KPIs Continual Service Improvement]] ===		=== [[ITIL KPIs Continual Service Improvement\|ITIL KPIs Continual Service Improvement]] ===
	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service ~~Evaluation~~\|KPIs Service ~~Evaluation~~]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review\|KPIs Service Review]]
	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation\|KPIs Process Evaluation]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation\|KPIs Process Evaluation]]
	* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives\|KPIs Definition of Improvement Initiatives]]		* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives\|KPIs Definition of Improvement Initiatives]]