ITIL KPIs Service Operation: Difference between revisions
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<meta name="description" content="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." /> | |||
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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]. | |||
→ Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | |||
<p> </p> | |||
__TOC__ | |||
==ITIL KPIs Incident Management== | |||
{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
! | !style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI) | ||
! | !style="background:#facc6a; width:65%" | Definition | ||
|- | |- | ||
| Number of | | Number of repeated Incidents | ||
| Number of repeated Incidents, with known resolution methods | | | ||
* Number of repeated Incidents, with known resolution methods | |||
|- | |- | ||
|Remotely | |Incidents resolved Remotely | ||
| Number of | | | ||
* 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 | | | ||
* 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 | | | ||
* | * 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 | | | ||
* | * Average time for resolving an incident | ||
* grouped into categories | |||
|- | |- | ||
|First Time Resolution Rate | |First Time Resolution Rate | ||
| | | | ||
* | * 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 | | | ||
* | * Rate of incidents resolved during solution times agreed in SLA | ||
* grouped into categories | |||
|- | |- | ||
|Incident Resolution Effort | |Incident Resolution Effort | ||
|Average work effort for resolving | | | ||
* | * Average work effort for resolving Incidents | ||
* grouped into categories | |||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
==ITIL KPIs Problem Management== | |||
{| class="wikitable" style="background: white;" | |||
{| | |||
|- | |- | ||
! | !style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI) | ||
! | !style="background:#facc6a; width:65%" | Definition | ||
|- | |- | ||
|Number of Problems | |Number of Problems | ||
|Number of Problems registered by Problem Management | | | ||
* | * Number of Problems registered by Problem Management | ||
* grouped into categories | |||
|- | |- | ||
|Problem Resolution Time | |Problem Resolution Time | ||
|Average time for resolving | | | ||
* | * Average time for resolving Problems | ||
* grouped into categories | |||
|- | |- | ||
|Number of | |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 Incidents per Known Problem | ||
| | | | ||
* 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 | | | ||
* 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 | | | ||
* | * Average work effort for resolving Problems | ||
* grouped into categories | |||
|} | |} | ||
<p> </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">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://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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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 |
|
Incidents resolved Remotely |
|
Number of Escalations |
|
Number of Incidents |
|
Average Initial Response Time |
|
Incident Resolution Time |
|
First Time Resolution Rate |
|
Resolution within SLA |
|
Incident Resolution Effort |
|
ITIL KPIs Problem Management
Key Performance Indicator (KPI) | Definition |
---|---|
Number of Problems |
|
Problem Resolution Time |
|
Number of unresolved Problem |
|
Number of Incidents per Known Problem |
|
Time until Problem Identification |
|
Problem Resolution Effort |
|
[ Infobox ]
Link to this page: | https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Operation |
Languages: | English | Deutsch | español |
Author: | Andrea Kempter, IT Process Maps ![]() |