ITIL KPIs Service Operation: Difference between revisions
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'''ITIL Process''': [[ITIL V3 Service Operation|Service Operation according to ITIL V3]] | '''ITIL Process''': [[ITIL V3 Service Operation|Service Operation according to ITIL V3]] | ||
'''Source''': Key Performance Indicators for ITIL Service Operation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | |||
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! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
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| Number of Repeated Incidents | | Number of Repeated Incidents | ||
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|Remotely Resolved Incidents | |Remotely Resolved Incidents | ||
| Number of incidents resolved remotely by the | | 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) | ||
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|First Time Resolution Rate | |First Time Resolution Rate | ||
| | |Percentage of incidents resolved at the Service Desk during the first call | ||
* per category | * per category | ||
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* per category | * per category | ||
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{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
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! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Number of Problems | |Number of Problems | ||
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* per category | * per category | ||
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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | |||
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[[Category:ITIL V3|KPIs Service Operation]] | |||
[[Category:KPI (ITIL)|Service Operation KPIs]] | |||
[[Category:Service Operation|KPIs Service Operation]] | |||
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Revision as of 09:55, 27 July 2011
<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." />
![DE - ES - ITIL KPI's Service Operation](/images/thumb/6/6d/ITIL-Wiki-de-es.jpg/100px-ITIL-Wiki-de-es.jpg)
ITIL Process: Service Operation according to ITIL V3
Source: Key Performance Indicators for ITIL Service Operation from the ITIL Process Map V3
ITIL KPIs Incident Management
Key Performance Indicator (KPI) | Definition |
---|---|
Number of Repeated Incidents | Number of repeated Incidents, with known resolution methods |
Remotely Resolved Incidents | Number of incidents resolved remotely by the Service Desk
|
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
|
Incident Resolution Time | Average time for resolving an incident
|
First Time Resolution Rate | Percentage of incidents resolved at the Service Desk during the first call
|
Resolution within SLA | Rate of incidents resolved during solution times agreed in SLA
|
Incident Resolution Effort | Average work effort for resolving incidents
|
ITIL KPIs Problem Management
Key Performance Indicator (KPI) | Definition |
---|---|
Number of Problems | Number of Problems registered by Problem Management
|
Problem Resolution Time | Average time for resolving a problem
|
Number of Incidents per Problem | Average number of incidents linked to the same problem before problem identification |
Number of Incidents per Known Problem | Average number of 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
|
→ back to: ITIL Key Performance Indicators