ITIL KPIs Service Strategy: Difference between revisions

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


'''Source''': Key Performance Indicators for ITIL Service Strategy from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]
&#8594; Back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


<p>&nbsp;</p>
__TOC__


=== ITIL KPIs Service Portfolio Management ===
==<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>==


 
{| class="wikitable" style="background: white;"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Number of Planned New Services
|Number of Planned New Services
|Percentage of new services which are developed, being triggered by Service Portfolio Management
|
* Percentage of new services which are developed following a strategic review
|-
|-
|Number of Unplanned New Services
|Number of Unplanned New Services
|Percentage of new services which are developed without being triggered by Service Portfolio Management
|
* Percentage of new services which are developed without being triggered by strategic reviews
|-
|-
|Number of Strategic Initiatives
|Number of Strategic Initiatives
|Number of strategic initiatives launched from the Service Portfolio Management process
|
* Number of strategic initiatives launched from the Service Portfolio Management process
|-
|-
|Number of New Customers
|Number of new Customers
|Number of newly won customers
|
* Number of newly won customers
|-
|-
|Number of Lost Customers
|Number of lost Customers
|Number of customers which were lost to competing service providers
|
* Number of customers which were lost to competing service providers
|}
|}


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


==ITIL KPIs Financial Management==


 
{| class="wikitable" style="background: white;"
=== ITIL KPIs Financial Management ===
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Adherence to Budgeting Process
|Adherence to Budgeting Process
|Percent of projects using the standard IT budgeting process
|
* Percent of projects using the standard IT budgeting process
|-
|-
|Cost-/ Benefit Estimation
|Cost-/ Benefit Estimation
|Percent of project files containing cost-/ benefit estimates
|
* Percent of project files containing cost-/ benefit estimates
|-
|-
|Post Implementation Review
|Post Implementation Review
|Percent of projects where costs and benefits are verified after implementation
|
* Percent of projects where costs and benefits are verified after implementation
|-
|-
|Adherence to Approved Budget
|Adherence to Approved Budget
|Percent of IT expenses exceeding the approved budget
|
* Percent of IT expenses exceeding the approved budget
|-
|-
|Adherence to Project Resources
|Adherence to Project Resources
|Percent of expenses exceeding the planned budget for a project
|
* Percent of expenses exceeding the planned budget for a project
|-
|-
|Proposals for Cost Optimization
|Proposals for Cost Optimization
|Number of proposals by Financial Management for the optimized use of financial resources
|
* Number of proposals by Financial Management for the optimized use of financial resources
|}
 
<p>&nbsp;</p>
<p>&nbsp;</p>
 
==ITIL KPIs Business Relationship 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 Customer Complaints
|
* Number of received customer complaints
|-
|Number of accepted Customer Complaints
|
* Number of received customer complaints which were accepted as justified
|-
|Number of Customer Satisfaction Surveys
|
* Number of formal Customer Satisfaction Surveys carried out during the reporting period
|-
|Percentage of returned Questionnaires
|
* Percentage of questionnaires returned, in relation to all questionnaires being sent out
|-
|Customer Satisfaction per Service
|
* Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.
|}
|}


<p>&nbsp;</p>
==[ Infobox ]==


&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
<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_Strategy">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy</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_Strategy_-_Servicestrategie">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_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>




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Latest revision as of 18:25, 15 June 2019

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

→ Back to: ITIL Key Performance Indicators

 

ITIL KPIs Strategy Management for IT Services and Service Portfolio Management

Key Performance Indicator (KPI) Definition
Number of Planned New Services
  • Percentage of new services which are developed following a strategic review
Number of Unplanned New Services
  • Percentage of new services which are developed without being triggered by strategic reviews
Number of Strategic Initiatives
  • Number of strategic initiatives launched from the Service Portfolio Management process
Number of new Customers
  • Number of newly won customers
Number of lost Customers
  • Number of customers which were lost to competing service providers

 

 

ITIL KPIs Financial Management

Key Performance Indicator (KPI) Definition
Adherence to Budgeting Process
  • Percent of projects using the standard IT budgeting process
Cost-/ Benefit Estimation
  • Percent of project files containing cost-/ benefit estimates
Post Implementation Review
  • Percent of projects where costs and benefits are verified after implementation
Adherence to Approved Budget
  • Percent of IT expenses exceeding the approved budget
Adherence to Project Resources
  • Percent of expenses exceeding the planned budget for a project
Proposals for Cost Optimization
  • Number of proposals by Financial Management for the optimized use of financial resources

 

 

ITIL KPIs Business Relationship Management

Key Performance Indicator (KPI) Definition
Number of Customer Complaints
  • Number of received customer complaints
Number of accepted Customer Complaints
  • Number of received customer complaints which were accepted as justified
Number of Customer Satisfaction Surveys
  • Number of formal Customer Satisfaction Surveys carried out during the reporting period
Percentage of returned Questionnaires
  • Percentage of questionnaires returned, in relation to all questionnaires being sent out
Customer Satisfaction per Service
  • Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.

 

[ Infobox ]

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

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