ITIL KPIs Service Operation: Difference between revisions

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


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


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


==ITIL KPIs Incident 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
|-
|-
| 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
|
* per category
* Number of incidents registered by the Service Desk
* 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
|
* per category
* Average time for resolving an incident
* grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Rate of incidents resolved at the Service Desk during the first call
|
* per category
* Percentage of Incidents resolved at the Service Desk during the first call
* grouped into categories
|-
|-
|Resolution within SLA
|Resolution within SLA
|Rate of incidents resolved during solution times agreed in SLA
|
* per category
* Rate of incidents resolved during solution times agreed in SLA
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving incidents
|
* per category
* Average work effort for resolving Incidents
* grouped into categories
|}
|}


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


==ITIL KPIs Problem Management==


=== ITIL KPIs Problem Management ===
{| class="wikitable" style="background: white;"
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! 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
|-
|-
|Number of Problems
|Number of Problems
|Number of Problems registered by Problem Management
|
* per category
* Number of Problems registered by Problem Management
* grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving a problem
|
* per category
* Average time for resolving Problems
* 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
|
* per category
* Average work effort for resolving Problems
* grouped into categories
|}
|}
<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_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">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 Operation]]
[[Category:ITIL 2011|KPIs Service Operation]]
[[Category:KPI (ITIL)|Service Operation KPIs]]
[[Category:Service Operation|KPIs Service Operation]]
<!-- --- -->

Latest revision as of 19:28, 15 June 2019

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DE - ES - ITIL KPI's Service Operation


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

→ Back to: ITIL Key Performance Indicators

 

ITIL KPIs Incident Management

Key Performance Indicator (KPI) Definition
Number of repeated Incidents
  • Number of repeated Incidents, with known resolution methods
Incidents resolved Remotely
  • 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
  • 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
  • Average time for resolving an incident
  • grouped into categories
First Time Resolution Rate
  • Percentage of Incidents resolved at the Service Desk during the first call
  • grouped into categories
Resolution within SLA
  • Rate of incidents resolved during solution times agreed in SLA
  • grouped into categories
Incident Resolution Effort
  • Average work effort for resolving Incidents
  • grouped into categories

 

 

ITIL KPIs Problem Management

Key Performance Indicator (KPI) Definition
Number of Problems
  • Number of Problems registered by Problem Management
  • grouped into categories
Problem Resolution Time
  • Average time for resolving Problems
  • grouped into categories
Number of unresolved Problem
  • Number of Problems where the underlying root cause is not known at a particular time
Number of Incidents per Known Problem
  • Number of reported 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
  • grouped into categories

 

[ Infobox ]

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

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