ITIL KPIs Service Operation: Difference between revisions

From IT Process Wiki
No edit summary
No edit summary
 
(3 intermediate revisions by the same user not shown)
Line 1: Line 1:
<seo metakeywords="itil kpis service operation, kpis service operation, kpis service operation itil" metadescription="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />
<itpmch><title>ITIL KPIs Service Operation | IT Process Wiki</title>
<meta name="keywords" content="itil kpis service operation, kpis service operation, kpis service operation itil" />
<meta name="description" content="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />
</itpmch>
<imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Operation|100px
Image:ITIL-Wiki-share.jpg|right|share this page|141px
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]
rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Operation&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_del_Servicio esta página en español]
rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Operation&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Operation%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
desc none
</imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Operation|163px
rect 81 0 114 36 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]
rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_del_Servicio esta página en español]
desc none
desc none
</imagemap>
</imagemap>
<br style="clear:both;"/>
<br style="clear:both;"/>


'''ITIL Process''': [[ITIL V3 Service Operation|Service Operation according to ITIL 2011]]  
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].


'''Source''': Key Performance Indicators for ITIL Service Operation 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]]'''


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


=== ITIL KPIs Incident Management ===
==ITIL KPIs Incident Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| class="wikitable" style="background: white;"
|-
|-
! 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 repeated Incidents
| Number of repeated Incidents
| Number of repeated Incidents, with known resolution methods
|  
* Number of repeated Incidents, with known resolution methods
|-
|-
|Incidents resolved Remotely
|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
|
* Number of incidents registered by the Service Desk
* grouped into categories
* grouped into categories
|-
|-
|Average Initial Response Time
|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
|
* 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
* grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Percentage of Incidents resolved at the Service Desk during the first call
|
* Percentage of Incidents resolved at the Service Desk during the first call
* grouped into categories
* 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
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving Incidents
|
* Average work effort for resolving Incidents
* grouped into categories
* grouped into categories
|}
|}
Line 59: Line 77:
<p>&nbsp;</p>
<p>&nbsp;</p>


=== ITIL KPIs Problem Management ===
==ITIL KPIs Problem Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| class="wikitable" style="background: white;"
|-
|-
! 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 Problems
|Number of Problems
|Number of Problems registered by Problem Management
|
* Number of Problems registered by Problem Management
* grouped into categories
* grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving Problems
|
* Average time for resolving Problems
* grouped into categories
* grouped into categories
|-
|-
|Number of unresolved Problem
|Number of unresolved Problem
|Number of Problems where the underlying root cause is not known at a particular time
|
* 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
|
* 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
|
* Average work effort for resolving Problems
* grouped into categories
* grouped into categories
|}
|}
Line 90: Line 114:
<p>&nbsp;</p>
<p>&nbsp;</p>


&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
==[ Infobox ]==
 
<p>&nbsp;</p>
<p>&nbsp;</p>


<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: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Service Operation]]
[[Category:ITIL V3|KPIs Service Operation]]

Latest revision as of 18:28, 15 June 2019

share this pageshare this page on LinkedInshare this page on Twitter
share this page
DE - ES - ITIL KPI's Service Operationdiese Seite auf Deutschesta página en español
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   

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Operation&oldid=9178"