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'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]]  
Key Performance Indicators (KPIs) for the [[ITIL Service Design|Service Design processes]] from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map].


&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


=== ITIL KPIs Service Level Management ===
<p>&nbsp;</p>
__TOC__


==ITIL KPIs Service Level Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| class="wikitable" style="background: white;"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Service Elements in SLAs
|Services covered by SLAs
|Number of service elements included in SLAs
|
* Number of services covered by SLAs
|-
|-
|Service Elements with OLAs/UCs
|Services covered by OLAs/ UCs
|Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs
|
* Number of Services where SLAs are backed up by corresponding OLAs/ UCs
|-
|-
|Monitored SLAs
|Monitored SLAs
|Number of monitored SLAs, where weak-spots and counter-measures are reported
|
* Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
|-
|-
|SLAs under Review
|SLAs under Review
|Number of SLAs which are regularly reviewed
|
* Number of Services/ SLAs which are regularly reviewed
|-
|-
|Fulfilment of Service Levels
|Fulfilment of Service Levels
|Number of SLA elements where the agreed service levels are fulfilled
|
* Number of Services/ SLAs where the agreed service levels are fulfilled
|-
|-
|Number of Shortcomings
|Number of Service Issues
|Number of shortcomings in the service provision, which are identified and addressed in an improvement plan
|
* Number of issues in the service provision, which are identified and addressed in an improvement plan
|}
|}


<p>&nbsp;</p>
<p>&nbsp;</p>
==ITIL KPIs Capacity Management==


{| class="wikitable" style="background: white;"
|-
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#facc6a; width:65%" | Definition
|-
|Incidents due to Capacity Shortages
|
* Number of incidents occurring because of insufficient service or component capacity
|-
|Exactness of Capacity Forecast
|
* Deviation of the predicted capacity development from actual course
|-
|Capacity Adjustments
|
* Number of adjustments to service and component capacities due to changing demand
|-
|Unplanned Capacity Adjustments
|
* Number of unplanned increases to service or component capacity as result of capacity bottlenecks
|-
|Resolution Time of Capacity Shortage
|
* Resolution time for identified capacity bottlenecks
|-
|Capacity Reserves
|
* Percentage of capacity reserves at times of normal and maximum demand
|-
|Percentage of Capacity Monitoring
|
* Percentage of services and infrastructure components under capacity monitoring
|}


=== ITIL KPIs Availability  Management ===
<p>&nbsp;</p>
<p>&nbsp;</p>


==ITIL KPIs Availability  Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| class="wikitable" style="background: white;"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Service Availability
|Service Availability
|Availability of IT Services relative to the availability agreed in SLAs
|
* Availability of IT Services relative to the availability agreed in SLAs and OLAs
|-
|Number of Service Interruptions
|
* Number of service interruptions
|-
|-
|Duration of Service Interruptions
|Duration of Service Interruptions
|Average duration of interruptions to IT-Services
|
|-
* Average duration of service interruptions
|Number of Service Interruptions
|Number of interruptions to the IT Services
|-
|-
|Availability Monitoring
|Availability Monitoring
|Percentage of relevant infrastructure components, of which the availability is automatically monitored
|
* Percentage of services and infrastructure components under availability monitoring
|-
|-
|Availability Measures
|Availability Measures
|Number of implemented measures with the objective of increasing availability
|
* Number of implemented measures with the objective of increasing availability
|}
|}


<p>&nbsp;</p>
<p>&nbsp;</p>


==ITIL KPIs IT Service Continuity Management==


=== ITIL KPIs Capacity Management ===
{| class="wikitable" style="background: white;"
|-
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#facc6a; width:65%" | Definition
|-
|Business Processes with Continuity Agreements
|
* Percentage of business processes which are covered by explicit service continuity targets
|-
|Gaps in Disaster Preparation
|
* Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
|-
|Implementation Duration
|
* Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
|-
|Number of Disaster Practices
|
* Number of disaster practices actually carried out
|-
|Number of identified Shortcomings during Disaster Practices
|
* Number of identified shortcomings in the preparation for disaster events which are identified during practices
|}


<p>&nbsp;</p>
<p>&nbsp;</p>


{| border="1" cellpadding="5" cellspacing="0" align="center"
==ITIL KPIs Information Security Management==
 
{| class="wikitable" style="background: white;"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Incidents due to Lack of Capacity
|Number of implemented Preventive Measures
|Number of incidents occurring, which are attributable to insufficient IT Capacity
|
* Number of preventive security measures which were implemented in response to identified security threats
|-
|-
|Exactness of Capacity Forecast
|Implementation Duration
|Deviation of the predicted capacity development from actual course
|
|-
* Duration from the identification of a security threat to the implementation of a suitable counter measure
|Capacity Adjustments
|Number of adjustments of the IT Capacities to changing demand
|-
|-
|Unplanned Capacity Adjustments
|Number of major Security Incidents
|Number of unplanned increases to IT Capacity as result of capacity bottlenecks
|
* Number of identified security incidents, classified by severity category
|-
|-
|Resolution Time of Capacity Shortage
|Number of Security-related Service Downtimes
|Duration of resolution of recognized capacity-bottleneck
|
* Number of security incidents causing service interruption or reduced availability
|-
|-
|Capacity Reserves
|Number of Security Tests
|Percent of capacity reserves at times of normal and maximum demand
|
* Number of security tests and trainings carried out
|-
|-
|Percentage of Capacity Monitoring
|Number of identified Shortcomings during Security Tests
|Percentage of relevant infrastructure components, of which the capacity is automatically monitored
|
* Number of identified shortcomings in security mechanisms which were identified during tests
|}
|}


<p>&nbsp;</p>
<p>&nbsp;</p>


==ITIL KPIs Supplier Management==


=== ITIL KPIs IT Service Continuity Management ===
{| class="wikitable" style="background: white;"
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
|-
|-
|Processes under Risk-Management
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
|Percentage of business-processes on client side, which are covered by IT Risk- Management
!style="background:#facc6a; width:65%" | Definition
|-
|Gaps in Disaster Preparation
|Number of identified gaps in the preparation for disaster events, where no preventive measures have yet been taken
|-
|-
|Shortcomings in Disaster Preparation
|Number of agreed UCs
|Number of identified shortcomings in the preparation for disaster events, which, for example, are identified during practices
|
* Percentage of contracts underpinned by UCs
|-
|-
|Implementation Duration
|Number of Contract Reviews
|Duration from the identification of a risk up to implementation of a respective precautionary measure
|
* Number of conducted contract and supplier reviews
|-
|-
|Number of Disaster Practices
|Number of identified Contract Breaches
|Number of disaster practices actually carried out
|
* Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)
|}
|}
<p>&nbsp;</p>
==[ Infobox ]==
<html><table class="wikitable">
<tr>
<td>Link to this page:</td>
<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design</a></td>
</tr>
<tr>
<td>Languages:</td>
<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Design">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio">espa&#xf1;ol</a></span></td>
</tr>
<tr>
<td>Author:</td>
<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <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>
</table></html>
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Service Design]]
[[Category:ITIL 2011|KPIs Service Design]]
[[Category:KPI (ITIL)|Service Design KPIs]]
[[Category:Service Design|KPIs Service Design]]
<!-- --- -->

Latest revision as of 19:26, 15 June 2019

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DE - ES - ITIL KPI's Service Design


Key Performance Indicators (KPIs) for the Service Design processes from the ITIL Process Map.

→ Back to: ITIL Key Performance Indicators

 

ITIL KPIs Service Level Management

Key Performance Indicator (KPI) Definition
Services covered by SLAs
  • Number of services covered by SLAs
Services covered by OLAs/ UCs
  • Number of Services where SLAs are backed up by corresponding OLAs/ UCs
Monitored SLAs
  • Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
SLAs under Review
  • Number of Services/ SLAs which are regularly reviewed
Fulfilment of Service Levels
  • Number of Services/ SLAs where the agreed service levels are fulfilled
Number of Service Issues
  • Number of issues in the service provision, which are identified and addressed in an improvement plan

 

 

ITIL KPIs Capacity Management

Key Performance Indicator (KPI) Definition
Incidents due to Capacity Shortages
  • Number of incidents occurring because of insufficient service or component capacity
Exactness of Capacity Forecast
  • Deviation of the predicted capacity development from actual course
Capacity Adjustments
  • Number of adjustments to service and component capacities due to changing demand
Unplanned Capacity Adjustments
  • Number of unplanned increases to service or component capacity as result of capacity bottlenecks
Resolution Time of Capacity Shortage
  • Resolution time for identified capacity bottlenecks
Capacity Reserves
  • Percentage of capacity reserves at times of normal and maximum demand
Percentage of Capacity Monitoring
  • Percentage of services and infrastructure components under capacity monitoring

 

 

ITIL KPIs Availability Management

Key Performance Indicator (KPI) Definition
Service Availability
  • Availability of IT Services relative to the availability agreed in SLAs and OLAs
Number of Service Interruptions
  • Number of service interruptions
Duration of Service Interruptions
  • Average duration of service interruptions
Availability Monitoring
  • Percentage of services and infrastructure components under availability monitoring
Availability Measures
  • Number of implemented measures with the objective of increasing availability

 

 

ITIL KPIs IT Service Continuity Management

Key Performance Indicator (KPI) Definition
Business Processes with Continuity Agreements
  • Percentage of business processes which are covered by explicit service continuity targets
Gaps in Disaster Preparation
  • Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
Implementation Duration
  • Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
Number of Disaster Practices
  • Number of disaster practices actually carried out
Number of identified Shortcomings during Disaster Practices
  • Number of identified shortcomings in the preparation for disaster events which are identified during practices

 

 

ITIL KPIs Information Security Management

Key Performance Indicator (KPI) Definition
Number of implemented Preventive Measures
  • Number of preventive security measures which were implemented in response to identified security threats
Implementation Duration
  • Duration from the identification of a security threat to the implementation of a suitable counter measure
Number of major Security Incidents
  • Number of identified security incidents, classified by severity category
Number of Security-related Service Downtimes
  • Number of security incidents causing service interruption or reduced availability
Number of Security Tests
  • Number of security tests and trainings carried out
Number of identified Shortcomings during Security Tests
  • Number of identified shortcomings in security mechanisms which were identified during tests

 

 

ITIL KPIs Supplier Management

Key Performance Indicator (KPI) Definition
Number of agreed UCs
  • Percentage of contracts underpinned by UCs
Number of Contract Reviews
  • Number of conducted contract and supplier reviews
Number of identified Contract Breaches
  • Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)

 

[ Infobox ]

Link to this page:
Languages: English | Deutsch | español
Author: , IT Process Maps   

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