ITIL KPIs Service Design: Difference between revisions
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'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]] | '''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]] | ||
'''Source''': Key Performance Indicators for ITIL Service Design from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | |||
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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| | |Services covered by SLAs | ||
|Number of | |Number of services covered by SLAs | ||
|- | |- | ||
| | |Services covered by OLAs/ UCs | ||
|Number of | |Number of Services where SLAs are backed up by corresponding OLAs/ UCs | ||
|- | |- | ||
|Monitored SLAs | |Monitored SLAs | ||
|Number of monitored SLAs, where weak-spots and counter-measures are reported | |Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported | ||
|- | |- | ||
|SLAs under Review | |SLAs under Review | ||
|Number of SLAs which are regularly reviewed | |Number of Services/ SLAs which are regularly reviewed | ||
|- | |- | ||
|Fulfilment of Service Levels | |Fulfilment of Service Levels | ||
|Number of | |Number of Services/ SLAs where the agreed service levels are fulfilled | ||
|- | |||
|Number of Service Issues | |||
|Number of issues in the service provision, which are identified and addressed in an improvement plan | |||
|} | |||
=== ITIL KPIs Capacity Management === | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | |||
|- | |||
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | |||
! width="65%" style="background:#ffffcc;" | Definition | |||
|- | |||
|Incidents due to Capacity Shortages | |||
|Number of incidents occurring because of insufficient service or component capacity | |||
|- | |||
|Exactness of Capacity Forecast | |||
|Deviation of the predicted capacity development from actual course | |||
|- | |||
|Capacity Adjustments | |||
|Number of adjustments to service and component capacities due to changing demand | |||
|- | |- | ||
|Number of | |Unplanned Capacity Adjustments | ||
| | |Number of unplanned increases to service or component capacity as result of capacity bottlenecks | ||
|- | |||
|Resolution Time of Capacity Shortage | |||
|Resolution time for identified capacity bottlenecks | |||
|- | |||
|Capacity Reserves | |||
|Percentage of capacity reserves at times of normal and maximum demand | |||
|- | |||
|Percentage of Capacity Monitoring | |||
|Percentage of services and infrastructure components under capacity monitoring | |||
|} | |} | ||
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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Service Availability | |Service Availability | ||
|Availability of IT Services relative to the availability agreed in SLAs | |Availability of IT Services relative to the availability agreed in SLAs and OLAs | ||
|- | |||
|Number of Service Interruptions | |||
|Number of service interruptions | |||
|- | |- | ||
|Duration of Service Interruptions | |Duration of Service Interruptions | ||
|Average duration of interruptions | |Average duration of service interruptions | ||
|- | |- | ||
|Availability Monitoring | |Availability Monitoring | ||
|Percentage of | |Percentage of services and infrastructure components under availability monitoring | ||
|- | |- | ||
|Availability Measures | |Availability Measures | ||
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=== ITIL KPIs | |||
=== ITIL KPIs IT Service Continuity Management === | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |||
|Business Processes with Continuity Agreements | |||
|Percentage of business processes which are covered by explicit service continuity targets | |||
|- | |||
|Gaps in Disaster Preparation | |||
|Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures) | |||
|- | |||
|Implementation Duration | |||
|Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism | |||
|- | |||
|Number of Disaster Practices | |||
|Number of disaster practices actually carried out | |||
|- | |||
|Number of Identified Shortcomings during Disaster Practices | |||
|Number of identified shortcomings in the preparation for disaster events which are identified during practices | |||
|} | |||
=== ITIL KPIs IT Security Management === | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | |||
|- | |- | ||
| | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
| | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| | |Number of Implemented Preventive Measures | ||
| | |Number of preventive security measures which were implemented in response to identified security threats | ||
|- | |- | ||
| | |Implementation Duration | ||
| | |Duration from the identification of a security threat to the implementation of a suitable counter measure | ||
|- | |- | ||
| | |Number of Major Security Incidents | ||
|Number of | |Number of identified security incidents, classified by severity category | ||
|- | |- | ||
| | |Number of Security-Related Service Downtimes | ||
| | |Number of security incidents causing service interruption or reduced availability | ||
|- | |- | ||
| | |Number of Security Tests | ||
| | |Number of security tests and trainings carried out | ||
|- | |- | ||
| | |Number of Identified Shortcomings during Security Tests | ||
| | |Number of identified shortcomings in security mechanisms which were identified during tests | ||
|} | |} | ||
=== ITIL KPIs | |||
=== ITIL KPIs Supplier Management === | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| | |Number of Agreed UCs | ||
| | |Percentage of contracts underpinned by UCs | ||
|- | |- | ||
| | |Number of Contract Reviews | ||
|Number of | |Number of conducted contract and supplier reviews | ||
|- | |- | ||
|Number of Identified Contract Breaches | |||
|Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews) | |||
|Number of | |||
|Number of | |||
|} | |} | ||
→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | |||
<!-- This page is assigned to the following categories: --> | |||
[[Category:ITIL V3|KPIs Service Design]] | |||
[[Category:KPI (ITIL)|Service Design KPIs]] | |||
[[Category:Service Design|KPIs Service Design]] | |||
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Revision as of 09:54, 27 July 2011
<seo metakeywords="itil kpis service design, kpis service design, kpis service design itil" metadescription="Service Design: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Design." />
![DE - ES - ITIL KPI's Service Design](/images/thumb/6/6d/ITIL-Wiki-de-es.jpg/100px-ITIL-Wiki-de-es.jpg)
ITIL Process: Service Design according to ITIL V3
Source: Key Performance Indicators for ITIL Service Design from the ITIL Process Map V3
ITIL KPIs Service Level Management
Key Performance Indicator (KPI) | Definition |
---|---|
Services covered by SLAs | Number of services covered by SLAs |
Services covered by OLAs/ UCs | Number of Services where SLAs are backed up by corresponding OLAs/ UCs |
Monitored SLAs | Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported |
SLAs under Review | Number of Services/ SLAs which are regularly reviewed |
Fulfilment of Service Levels | Number of Services/ SLAs where the agreed service levels are fulfilled |
Number of Service Issues | Number of issues in the service provision, which are identified and addressed in an improvement plan |
ITIL KPIs Capacity Management
Key Performance Indicator (KPI) | Definition |
---|---|
Incidents due to Capacity Shortages | Number of incidents occurring because of insufficient service or component capacity |
Exactness of Capacity Forecast | Deviation of the predicted capacity development from actual course |
Capacity Adjustments | Number of adjustments to service and component capacities due to changing demand |
Unplanned Capacity Adjustments | Number of unplanned increases to service or component capacity as result of capacity bottlenecks |
Resolution Time of Capacity Shortage | Resolution time for identified capacity bottlenecks |
Capacity Reserves | Percentage of capacity reserves at times of normal and maximum demand |
Percentage of Capacity Monitoring | Percentage of services and infrastructure components under capacity monitoring |
ITIL KPIs Availability Management
Key Performance Indicator (KPI) | Definition |
---|---|
Service Availability | Availability of IT Services relative to the availability agreed in SLAs and OLAs |
Number of Service Interruptions | Number of service interruptions |
Duration of Service Interruptions | Average duration of service interruptions |
Availability Monitoring | Percentage of services and infrastructure components under availability monitoring |
Availability Measures | Number of implemented measures with the objective of increasing availability |
ITIL KPIs IT Service Continuity Management
Key Performance Indicator (KPI) | Definition |
---|---|
Business Processes with Continuity Agreements | Percentage of business processes which are covered by explicit service continuity targets |
Gaps in Disaster Preparation | Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures) |
Implementation Duration | Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism |
Number of Disaster Practices | Number of disaster practices actually carried out |
Number of Identified Shortcomings during Disaster Practices | Number of identified shortcomings in the preparation for disaster events which are identified during practices |
ITIL KPIs IT Security Management
Key Performance Indicator (KPI) | Definition |
---|---|
Number of Implemented Preventive Measures | Number of preventive security measures which were implemented in response to identified security threats |
Implementation Duration | Duration from the identification of a security threat to the implementation of a suitable counter measure |
Number of Major Security Incidents | Number of identified security incidents, classified by severity category |
Number of Security-Related Service Downtimes | Number of security incidents causing service interruption or reduced availability |
Number of Security Tests | Number of security tests and trainings carried out |
Number of Identified Shortcomings during Security Tests | Number of identified shortcomings in security mechanisms which were identified during tests |
ITIL KPIs Supplier Management
Key Performance Indicator (KPI) | Definition |
---|---|
Number of Agreed UCs | Percentage of contracts underpinned by UCs |
Number of Contract Reviews | Number of conducted contract and supplier reviews |
Number of Identified Contract Breaches | Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews) |
→ back to: ITIL Key Performance Indicators