ITIL KPIs Service Design: Difference between revisions
From IT Process Wiki
mNo edit summary |
No edit summary |
||
| Line 8: | Line 8: | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL | '''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL 2011]] | ||
'''Source''': Key Performance Indicators for ITIL Service Design from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map | '''Source''': Key Performance Indicators for ITIL Service Design from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs Service Level Management === | === ITIL KPIs Service Level Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 40: | Line 41: | ||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs Capacity Management === | === ITIL KPIs Capacity Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 73: | Line 73: | ||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs Availability Management === | === ITIL KPIs Availability Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 100: | Line 99: | ||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs IT Service Continuity Management === | === ITIL KPIs IT Service Continuity Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 123: | Line 121: | ||
|Number of disaster practices actually carried out | |Number of disaster practices actually carried out | ||
|- | |- | ||
|Number of | |Number of identified Shortcomings during Disaster Practices | ||
|Number of identified shortcomings in the preparation for disaster events which are identified during practices | |Number of identified shortcomings in the preparation for disaster events which are identified during practices | ||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs Information Security Management === | |||
=== ITIL KPIs | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 138: | Line 135: | ||
! width="65%" style="background:#ffffcc;" | Definition | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Number of | |Number of implemented Preventive Measures | ||
|Number of preventive security measures which were implemented in response to identified security threats | |Number of preventive security measures which were implemented in response to identified security threats | ||
|- | |- | ||
| Line 144: | Line 141: | ||
|Duration from the identification of a security threat to the implementation of a suitable counter measure | |Duration from the identification of a security threat to the implementation of a suitable counter measure | ||
|- | |- | ||
|Number of | |Number of major Security Incidents | ||
|Number of identified security incidents, classified by severity category | |Number of identified security incidents, classified by severity category | ||
|- | |- | ||
|Number of Security- | |Number of Security-related Service Downtimes | ||
|Number of security incidents causing service interruption or reduced availability | |Number of security incidents causing service interruption or reduced availability | ||
|- | |- | ||
| Line 153: | Line 150: | ||
|Number of security tests and trainings carried out | |Number of security tests and trainings carried out | ||
|- | |- | ||
|Number of | |Number of identified Shortcomings during Security Tests | ||
|Number of identified shortcomings in security mechanisms which were identified during tests | |Number of identified shortcomings in security mechanisms which were identified during tests | ||
|} | |} | ||
<p> </p> | |||
<p> </p> | |||
=== ITIL KPIs Supplier Management === | === ITIL KPIs Supplier Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
| Line 169: | Line 164: | ||
! width="65%" style="background:#ffffcc;" | Definition | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Number of | |Number of agreed UCs | ||
|Percentage of contracts underpinned by UCs | |Percentage of contracts underpinned by UCs | ||
|- | |- | ||
| Line 175: | Line 170: | ||
|Number of conducted contract and supplier reviews | |Number of conducted contract and supplier reviews | ||
|- | |- | ||
|Number of | |Number of identified Contract Breaches | ||
|Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews) | |Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews) | ||
|} | |} | ||
<p> </p> | |||
→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
<p> </p> | |||
<p> </p> | |||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3|KPIs Service Design]] | [[Category:ITIL V3|KPIs Service Design]] | ||
[[Category:ITIL 2011|KPIs Service Design]] | |||
[[Category:KPI (ITIL)|Service Design KPIs]] | [[Category:KPI (ITIL)|Service Design KPIs]] | ||
[[Category:Service Design|KPIs Service Design]] | [[Category:Service Design|KPIs Service Design]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 11:31, 22 December 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." />
ITIL Process: Service Design according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Design from the ITIL Process Map
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 Information 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
