ITIL KPIs Service Operation: Difference between revisions

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


<p>&nbsp;</p>
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{| class="wikitable" style="background: white;"
{| class="wikitable" style="background: white;"
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|-
!style="background:#ffcc66; width:35%" | Key Performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#ffffcc; width:65%" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
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| Number of repeated Incidents
| Number of repeated Incidents
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{| class="wikitable" style="background: white;"
{| class="wikitable" style="background: white;"
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|-
!style="background:#ffcc66; width:35%" | Key Performance Indicator (KPI)
!style="background:#013b5e; color:#ffffff; width:35%" | Key Performance Indicator (KPI)
!style="background:#ffffcc; width:65%" | Definition
!style="background:#facc6a; width:65%" | Definition
|-
|-
|Number of Problems
|Number of Problems

Latest revision as of 18:28, 15 June 2019

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 ]

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