ITIL KPIs Service Transition: Difference between revisions

From IT Process Wiki
No edit summary
 
mNo edit summary
Line 1: Line 1:
{|
<seo metakeywords="itil kpis service transition, kpis service transition, kpis service transition itil" metadescription="Service Transition: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Transition." />
! align="right" width="80%"|
<imagemap>
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Transition_-_Service%C3%BCberf%C3%BChrung diese Seite auf Deutsch]
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Transition|100px
|}
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Transition_-_Service%C3%BCberf%C3%BChrung diese Seite auf Deutsch]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Transici%C3%B3n_del_Servicio esta página en español]
desc none
</imagemap>
<br style="clear:both;"/>


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




Line 12: Line 18:
{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Number of Major Changes
|Number of Major Changes
|Number of major changes, which necessitate approval by the CAB (Change Advisory Board)
|Number of major changes assessed by the CAB (Change Advisory Board)
|-
|-
|Number of CAB Meetings
|Number of CAB Meetings
Line 26: Line 32:
|Change Acceptance Rate
|Change Acceptance Rate
|Number of accepted vs. rejected RFCs
|Number of accepted vs. rejected RFCs
|-
|Number of Urgent Changes
|Number of urgent changes assessed by the ECAB (Emergency Change Advisory Board)
|}
=== ITIL KPIs Project Management (Transition Planning and Support) ===
{| 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 Projects
|Number of major release rollouts under the control of Project Management
|-
|Percentage of Projects with Project Charters
|Percentage of projects which are started with a signed Project Charter in place
|-
|Number of Changes to Project Charter
|Number of changes to the Project Charter after project start
|-
|Adherence to Project Budget
|Actual vs. planned consumption of financial and personnel resources
|-
|Project Delays
|Actual vs. planned project completion dates
|}
|}




Line 35: Line 72:
{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Number of Major Releases
|Number of Releases
|Number of major Releases rolled out into the productive environment
|Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
|-
|-
|Duration of Rollouts
|Duration of Major Deployments
|Average duration of Rollouts from clearance until completion
|Average duration of major deployments from clearance until completion
|-
|-
|Number of Release Backouts
|Number of Release Backouts
|Number of Releases in need to be reversed
|Number of releases which had to be reversed
|-
|-
|Incidents Caused by New Releases
|Proportion of Automatic Release Distribution
|Number of incidents attributable to New Releases
|Proportion of new releases distributed automatically
|}
 
 
 
 
=== ITIL KPIs Service Validation and Testing ===
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
|-
|Percentage of Failed Release Component Acceptance Tests
|Percentage of release components which fail to pass acceptance tests
|-
|Number of Identified Errors
|Number of identified errors during release testing
* per release
|-
|-
|Release Rollout Punctuality
|Time for Error Fixing
|Proportion of Releases finalised within the agreed schedule
|Time until re-submission of fixed release components
|-
|-
|Work Effort for Releases
|Incidents Caused by New Releases
|Work effort for the Rollout of new Releases
|Number of Incidents attributable to new releases
|-
|-
|Proportion of Automatic Release Distribution
|Percentage of Failed Service Acceptance Tests
|Proportion of new Releases distributed automatically
|Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off
|}
|}




Line 67: Line 124:
{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Verification Frequency
|Verification Frequency
|Frequency of physical verifications of CMDB contents
|Frequency of physical verifications of CMS contents
|-
|-
|Verification Duration
|Verification Duration
|Average duration for physical verifications of the CMDB contents
|Average duration for physical verifications of the CMS contents
|-
|-
|Effort for CMDB Verifications
|Effort for CMS Verifications
|Average work effort for physical verifications of the CMDB contents
|Average work effort for physical verifications of the CMS contents
|-
|-
|CMDB Coverage
|CMS Coverage
|Percentage of configuration components for which data is kept in the CMDB
|Percentage of configuration components for which data is kept in the CMS
|-
|-
|Automatic CMDB Update
|Automatic CMS Update
|Percentage of configuration components for which data in the CMDB is updated automatically
|Percentage of configuration components for which data in the CMS is updated automatically
|-
|-
|Number of CMDB Errors
|Number of CMS Errors
|Number of occasions when CMDB contents are found to be incorrect
|Number of occasions when CMS contents are found to be incorrect
* (i.e. restrospective Changes are carried out)
|}
|}
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Service Transition]]
[[Category:KPI (ITIL)|Service Transition KPIs]]
[[Category:Service Transition|KPIs Service Transition]]
<!-- --- -->

Revision as of 09:55, 27 July 2011

<seo metakeywords="itil kpis service transition, kpis service transition, kpis service transition itil" metadescription="Service Transition: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Transition." />

DE - ES - ITIL KPI's Service Transitiondiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Service Transition


ITIL Process: Service Transition according to ITIL V3

Source: Key Performance Indicators for ITIL Service Transition from the ITIL Process Map V3


ITIL KPIs Change Management

Key Performance Indicator (KPI) Definition
Number of Major Changes Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings Number of CAB (Change Advisory Board) meetings
Time for Change Clearance Average time from registering an RFC with Change Management until Change clearance
Change Acceptance Rate Number of accepted vs. rejected RFCs
Number of Urgent Changes Number of urgent changes assessed by the ECAB (Emergency Change Advisory Board)



ITIL KPIs Project Management (Transition Planning and Support)

Key Performance Indicator (KPI) Definition
Number of Projects Number of major release rollouts under the control of Project Management
Percentage of Projects with Project Charters Percentage of projects which are started with a signed Project Charter in place
Number of Changes to Project Charter Number of changes to the Project Charter after project start
Adherence to Project Budget Actual vs. planned consumption of financial and personnel resources
Project Delays Actual vs. planned project completion dates



ITIL KPIs Release and Deployment Management

Key Performance Indicator (KPI) Definition
Number of Releases Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
Duration of Major Deployments Average duration of major deployments from clearance until completion
Number of Release Backouts Number of releases which had to be reversed
Proportion of Automatic Release Distribution Proportion of new releases distributed automatically



ITIL KPIs Service Validation and Testing

Key Performance Indicator (KPI) Definition
Percentage of Failed Release Component Acceptance Tests Percentage of release components which fail to pass acceptance tests
Number of Identified Errors Number of identified errors during release testing
  • per release
Time for Error Fixing Time until re-submission of fixed release components
Incidents Caused by New Releases Number of Incidents attributable to new releases
Percentage of Failed Service Acceptance Tests Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off



ITIL KPIs Service Asset and Configuration Management

Key Performance Indicator (KPI) Definition
Verification Frequency Frequency of physical verifications of CMS contents
Verification Duration Average duration for physical verifications of the CMS contents
Effort for CMS Verifications Average work effort for physical verifications of the CMS contents
CMS Coverage Percentage of configuration components for which data is kept in the CMS
Automatic CMS Update Percentage of configuration components for which data in the CMS is updated automatically
Number of CMS Errors Number of occasions when CMS contents are found to be incorrect


→ back to: ITIL Key Performance Indicators

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Transition&oldid=4813"