ITIL KPIs Service Transition: Difference between revisions

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


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


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


==ITIL KPIs Change 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 Major Changes
|Number of Major Changes
|Number of major changes, which necessitate approval by the CAB (Change Advisory Board)
|
* Number of major changes assessed by the CAB (Change Advisory Board)
|-
|-
|Number of CAB Meetings
|Number of CAB Meetings
|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 Emergency Changes
|
* Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)
|}
|}


<p>&nbsp;</p>
<p>&nbsp;</p>
==ITIL KPIs Project Management (Transition Planning and Support)==


{| class="wikitable" style="background: white;"
|-
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#facc6a; width:65%" | Definition
|-
|Number of Projects
|
* Number of major release rollouts under the control of Project Management
|-
|Percentage of Projects with Project Charters
|
* Percentage of projects which are started with a signed Project Charter in place
|-
|Number of Changes to Project Charter
|
* Number of changes to the Project Charter after project start
|-
|Adherence to Project Budget
|
* Actual vs. planned consumption of financial and personnel resources
|-
|Project Delays
|
* Actual vs. planned project completion dates
|}


=== ITIL KPIs Release and Deployment Management ===
<p>&nbsp;</p>
<p>&nbsp;</p>


==ITIL KPIs Release and Deployment 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 Major Releases
|Number of Releases
|Number of major Releases rolled out into the productive environment
|
* Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
|-
|-
|Duration of Rollouts
|Duration of Major Deployments
|Average duration of Rollouts from clearance until completion
|
* Average duration of major deployments from clearance until completion
|-
|-
|Number of Release Backouts
|Number of Release Backouts
|Number of Releases in need to be reversed
|
* Number of releases which had to be reversed
|-
|-
|Incidents Caused by New Releases
|Proportion of automatic Release Distribution
|Number of incidents attributable to New Releases
|
* Proportion of new releases distributed automatically
|}
 
<p>&nbsp;</p>
<p>&nbsp;</p>
 
==ITIL KPIs Service Validation and Testing==
 
{| class="wikitable" style="background: white;"
|-
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#facc6a; width:65%" | Definition
|-
|Percentage of failed Release Component Acceptance Tests
|
* Percentage of release components which fail to pass acceptance tests
|-
|-
|Release Rollout Punctuality
|Number of identified Errors
|Proportion of Releases finalised within the agreed schedule
|
* Number of identified errors during release testing
* per release
|-
|-
|Work Effort for Releases
|Time for Error Fixing
|Work effort for the Rollout of new Releases
|
* Time until re-submission of fixed release components
|-
|-
|Proportion of Automatic Release Distribution
|Incidents caused by New Releases
|Proportion of new Releases distributed automatically
|
* Number of Incidents attributable to new releases
|-
|Percentage of failed Service Acceptance Tests
|
* Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off
|}
|}


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


==ITIL KPIs Service Asset and Configuration Management==


=== ITIL KPIs Service Asset and Configuration 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
|-
|-
|Verification Frequency
|Verification Frequency
|Frequency of physical verifications of CMDB 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 CMDB contents
|
* Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
|-
|-
|Effort for CMDB Verifications
|Effort for CMS Verifications
|Average work effort for physical verifications of the CMDB contents
|
* Average work effort for physical verifications of the CMS contents
|-
|-
|CMDB Coverage
|CMS Coverage
|Percentage of configuration components for which data is kept in the CMDB
|
* Percentage of configuration components for which data is kept in the CMS
|-
|-
|Automatic CMDB Update
|Number of unauthorized Changes detected automatically
|Percentage of configuration components for which data in the CMDB is updated automatically
|
* Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
|-
|-
|Number of CMDB Errors
|Number of CMS Errors
|Number of occasions when CMDB contents are found to be incorrect
|
* (i.e. restrospective Changes are carried out)
* Number of errors found in the CMS as a result of an audit
|}
|}
<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_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">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 Transition]]
[[Category:ITIL 2011|KPIs Service Transition]]
[[Category:KPI (ITIL)|Service Transition KPIs]]
[[Category:Service Transition|KPIs Service Transition]]
<!-- --- -->

Latest revision as of 18:27, 15 June 2019

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

→ Back to: ITIL Key Performance Indicators

 

ITIL KPIs Change Management

Key Performance Indicator (KPI) Definition
Number of Major Changes
  • Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings
  • Number of CAB (Change Advisory Board) meetings
Time for Change Approval/ Rejection
  • 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
  • Number of accepted vs. rejected RFCs
Number of Emergency Changes
  • Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)

 

 

ITIL KPIs Project Management (Transition Planning and Support)

Key Performance Indicator (KPI) Definition
Number of Projects
  • Number of major release rollouts under the control of Project Management
Percentage of Projects with Project Charters
  • Percentage of projects which are started with a signed Project Charter in place
Number of Changes to Project Charter
  • Number of changes to the Project Charter after project start
Adherence to Project Budget
  • Actual vs. planned consumption of financial and personnel resources
Project Delays
  • Actual vs. planned project completion dates

 

 

ITIL KPIs Release and Deployment Management

Key Performance Indicator (KPI) Definition
Number of Releases
  • Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
Duration of Major Deployments
  • Average duration of major deployments from clearance until completion
Number of Release Backouts
  • Number of releases which had to be reversed
Proportion of automatic Release Distribution
  • Proportion of new releases distributed automatically

 

 

ITIL KPIs Service Validation and Testing

Key Performance Indicator (KPI) Definition
Percentage of failed Release Component Acceptance Tests
  • Percentage of release components which fail to pass acceptance tests
Number of identified Errors
  • Number of identified errors during release testing
  • per release
Time for Error Fixing
  • Time until re-submission of fixed release components
Incidents caused by New Releases
  • Number of Incidents attributable to new releases
Percentage of failed Service Acceptance Tests
  • Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off

 

 

ITIL KPIs Service Asset and Configuration Management

Key Performance Indicator (KPI) Definition
Verification Frequency
  • Frequency of physical verifications of CMS contents
Number of Incidents owing to inaccurate CMS Information
  • Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
Effort for CMS Verifications
  • Average work effort for physical verifications of the CMS contents
CMS Coverage
  • Percentage of configuration components for which data is kept in the CMS
Number of unauthorized Changes detected automatically
  • Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
Number of CMS Errors
  • Number of errors found in the CMS as a result of an audit

 

[ Infobox ]

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

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