ITIL KPIs Service Strategy: Difference between revisions
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<seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." /> | <seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil, kpis strategy management" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." /> | ||
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'''ITIL Process''': [[ITIL V3 Service Strategy|Service Strategy according to ITIL | '''ITIL Process''': [[ITIL V3 Service Strategy|Service Strategy according to ITIL 2011]] | ||
'''Source''': Key Performance Indicators for ITIL Service Strategy from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map | '''Source''': Key Performance Indicators for ITIL Service Strategy from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | ||
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=== ITIL KPIs Service Portfolio Management === | ===<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>=== | ||
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|Number of Planned New Services | |Number of Planned New Services | ||
|Percentage of new services which are developed | |Percentage of new services which are developed following a strategic review | ||
|- | |- | ||
|Number of Unplanned New Services | |Number of Unplanned New Services | ||
|Percentage of new services which are developed without being triggered by | |Percentage of new services which are developed without being triggered by strategic reviews | ||
|- | |- | ||
|Number of Strategic Initiatives | |Number of Strategic Initiatives | ||
|Number of strategic initiatives launched from the Service Portfolio Management process | |Number of strategic initiatives launched from the Service Portfolio Management process | ||
|- | |- | ||
|Number of | |Number of new Customers | ||
|Number of newly won customers | |Number of newly won customers | ||
|- | |- | ||
|Number of | |Number of lost Customers | ||
|Number of customers which were lost to competing service providers | |Number of customers which were lost to competing service providers | ||
|} | |} | ||
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=== ITIL KPIs Financial Management === | === ITIL KPIs Financial Management === | ||
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=== ITIL KPIs Business Relationship Management === | |||
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | |||
! width="65%" style="background:#ffffcc;" | Definition | |||
|- | |||
|Number of Customer Complaints | |||
|Number of received customer complaints | |||
|- | |||
|Number of accepted Customer Complaints | |||
|Number of received customer complaints which were accepted as justified | |||
|- | |||
|Number of Customer Satisfaction Surveys | |||
|Number of formal Customer Satisfaction Surveys carried out during the reporting period | |||
|- | |||
|Percentage of returned Questionnaires | |||
|Percentage of questionnaires returned, in relation to all questionnaires being sent out | |||
|- | |||
|Customer Satisfaction per Service | |||
|Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys. | |||
|} | |||
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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3|KPIs Service Strategy]] | [[Category:ITIL V3|KPIs Service Strategy]] | ||
[[Category:ITIL 2011|KPIs Service Strategy]] | |||
[[Category:KPI (ITIL)|Service Strategy KPIs]] | [[Category:KPI (ITIL)|Service Strategy KPIs]] | ||
[[Category:Service Strategy|KPIs Service Strategy]] | [[Category:Service Strategy|KPIs Service Strategy]] | ||
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Revision as of 10:38, 22 December 2011
<seo metakeywords="itil kpis service strategy, kpis service strategy, kpis service strategy itil, kpis strategy management" metadescription="Service Strategy: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Strategy." />
ITIL Process: Service Strategy according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Strategy from the ITIL Process Map
ITIL KPIs Strategy Management for IT Services and Service Portfolio Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Planned New Services | Percentage of new services which are developed following a strategic review |
| Number of Unplanned New Services | Percentage of new services which are developed without being triggered by strategic reviews |
| Number of Strategic Initiatives | Number of strategic initiatives launched from the Service Portfolio Management process |
| Number of new Customers | Number of newly won customers |
| Number of lost Customers | Number of customers which were lost to competing service providers |
ITIL KPIs Financial Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Adherence to Budgeting Process | Percent of projects using the standard IT budgeting process |
| Cost-/ Benefit Estimation | Percent of project files containing cost-/ benefit estimates |
| Post Implementation Review | Percent of projects where costs and benefits are verified after implementation |
| Adherence to Approved Budget | Percent of IT expenses exceeding the approved budget |
| Adherence to Project Resources | Percent of expenses exceeding the planned budget for a project |
| Proposals for Cost Optimization | Number of proposals by Financial Management for the optimized use of financial resources |
ITIL KPIs Business Relationship Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Customer Complaints | Number of received customer complaints |
| Number of accepted Customer Complaints | Number of received customer complaints which were accepted as justified |
| Number of Customer Satisfaction Surveys | Number of formal Customer Satisfaction Surveys carried out during the reporting period |
| Percentage of returned Questionnaires | Percentage of questionnaires returned, in relation to all questionnaires being sent out |
| Customer Satisfaction per Service | Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys. |
→ back to: ITIL Key Performance Indicators
