ITIL KPIs Continual Service Improvement: Difference between revisions

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


=== ITIL KPIs Service Evaluation ===
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


<p>&nbsp;</p>
__TOC__


{| border="1" cellpadding="5" cellspacing="0" align="center"
==ITIL KPIs Service Review==
 
{| 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 Service Reviews
|
* Number of formal Service Reviews carried out during the reporting period
|-
| Number of identified Weaknesses
|
* Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives
|}
 
<p>&nbsp;</p>
<p>&nbsp;</p>
 
==ITIL KPIs Process Evaluation==
 
{| class="wikitable" style="background: white;"
|-
|-
| Number of Customer Complaints
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
| Number of received customer complaints
!style="background:#facc6a; width:65%" | Definition
|-
|-
| Number of Accepted Customer Complaints
| Number of Process Benchmarkings, Maturity Assessments, and Audits
| Number of received customer complaints which were accepted as justified
|  
* Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period
|-
|-
| Number of Customer Satisfaction Surveys
| Number of Process Evaluations
| Number of formal Customer Satisfaction Surveys carried out during the reporting period
|  
* Number of formal Service Evaluations carried out
|-
|-
| Percentage of Returned Questionnaires
| Number of identified Weaknesses
| Percentage of questionnaires returned, in relation to all questionnaires being sent out
|  
* Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
|-
|-
| Number of Service Evaluations
|Number of CSI Initiatives
| Number of formal Service Evaluations carried out during the reporting period
|
* Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations
|-
|-
| Number of Identified Weaknesses
|Number of completed CSI Initiatives
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
|
* Number of CSI initiatives which were completed during the reporting period
|}
|}


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


==ITIL KPIs Definition of CSI Initiatives==


 
{| class="wikitable" style="background: white;"
=== ITIL KPIs Process Evaluation ===
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Kennzahl (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 Process Benchmarkings, Maturity Assessments, and Audits
| Number of CSI Initiatives
| Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period
|  
* Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation
|-
|-
| Number of Process Evaluations
| Number of completed CSI Initiatives
| Number of formal Service Evaluations carried out
|  
|-
* Number of CSI initiatives which were completed during the reporting period
| Number of Identified Weaknesses
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
|}
|}
<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_Continual_Service_Improvement">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement</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_CSI_-_Kontinuierliche_Serviceverbesserung">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Perfeccionamiento_Continuo_del_Servicio_-_CSI">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 Continual Service Improvement]]
[[Category:ITIL 2011|KPIs Continual Service Improvement]]
[[Category:KPI (ITIL)|Continual Service Improvement KPIs]]
[[Category:Continual Service Improvement|KPIs Continual Service Improvement]]
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Latest revision as of 19:31, 15 June 2019

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DE - ES - ITIL KPI's Continual Service Improvement CSIdiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Continual Service Improvement CSI


Key Performance Indicators (KPIs) for the Continual Service Improvement (CSI) processes from the ITIL Process Map.

→ Back to: ITIL Key Performance Indicators

 

ITIL KPIs Service Review

Key Performance Indicator (KPI) Definition
Number of Service Reviews
  • Number of formal Service Reviews carried out during the reporting period
Number of identified Weaknesses
  • Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives

 

 

ITIL KPIs Process Evaluation

Key Performance Indicator (KPI) Definition
Number of Process Benchmarkings, Maturity Assessments, and Audits
  • Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period
Number of Process Evaluations
  • Number of formal Service Evaluations carried out
Number of identified Weaknesses
  • Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives
Number of CSI Initiatives
  • Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations
Number of completed CSI Initiatives
  • Number of CSI initiatives which were completed during the reporting period

 

 

ITIL KPIs Definition of CSI Initiatives

Key Performance Indicator (KPI) Definition
Number of CSI Initiatives
  • Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation
Number of completed CSI Initiatives
  • Number of CSI initiatives which were completed during the reporting period

 

[ Infobox ]

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

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