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 2011]]  


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


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=== ITIL KPIs Incident Management ===
=== ITIL KPIs Incident Management ===


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
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! width="65%" style="background:#ffffcc;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
| Number of Repeated Incidents
| Number of repeated Incidents
| Number of repeated Incidents, with known resolution methods
| Number of repeated Incidents, with known resolution methods
|-
|-
|Remotely Resolved Incidents
|Incidents resolved Remotely
| Number of incidents resolved remotely by the Service Desk  
| 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)
|-
|-
| Number of Escalations
| Number of Escalations
|Number of escalations for incidents not resolved in the agreed resolution time
|Number of escalations for Incidents not resolved in the agreed resolution time
|-
|-
| Number of Incidents
| Number of Incidents
|Number of incidents registered by the Service Desk
|Number of incidents registered by the Service Desk
* per category
* grouped into categories
|-
|Average Initial Response Time
|Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
|-
|-
|Incident Resolution Time
|Incident Resolution Time
|Average time for resolving an incident
|Average time for resolving an incident
* per category
* grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Percentage of incidents resolved at the Service Desk during the first call
|Percentage of Incidents resolved at the Service Desk during the first call
* per category
* grouped into categories
|-
|-
|Resolution within SLA
|Resolution within SLA
|Rate of incidents resolved during solution times agreed in SLA
|Rate of incidents resolved during solution times agreed in SLA
* per category
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving incidents
|Average work effort for resolving Incidents
* per category
* grouped into categories
|}
|}


 
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=== ITIL KPIs Problem Management ===
=== ITIL KPIs Problem Management ===


{| border="1" cellpadding="5" cellspacing="0" align="center"
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|Number of Problems
|Number of Problems
|Number of Problems registered by Problem Management
|Number of Problems registered by Problem Management
* per category
* grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving a problem
|Average time for resolving Problems
* per category
* grouped into categories
|-
|-
|Number of Incidents per Problem
|Number of unresolved Problem
|Average number of incidents linked to the same problem before problem identification
|Number of Problems where the underlying root cause is not known at a particular time
|-
|-
|Number of Incidents per Known Problem
|Number of Incidents per Known Problem
|Average number of incidents linked to the same problem after problem identification
|Number of reported Incidents linked to the same Problem after problem identification
|-
|-
|Time until Problem Identification
|Time until Problem Identification
|Average time between first occurance of an incident and identification of the underlying root cause
|Average time between first occurance of an Incident and identification of the underlying root cause
|-
|-
|Problem Resolution Effort
|Problem Resolution Effort
|Average work effort for resolving problems
|Average work effort for resolving Problems
* per category
* grouped into categories
|}
|}


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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''


 
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<!-- This page is assigned to the following categories: -->
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[[Category:ITIL V3|KPIs Service Operation]]
[[Category:ITIL V3|KPIs Service Operation]]
[[Category:ITIL 2011|KPIs Service Operation]]
[[Category:KPI (ITIL)|Service Operation KPIs]]
[[Category:KPI (ITIL)|Service Operation KPIs]]
[[Category:Service Operation|KPIs Service Operation]]
[[Category:Service Operation|KPIs Service Operation]]
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Revision as of 12:33, 22 December 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 Operationdiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Service Operation


ITIL Process: Service Operation according to ITIL 2011

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

 

 

ITIL KPIs Incident Management

Key Performance Indicator (KPI) Definition
Number of repeated Incidents Number of repeated Incidents, with known resolution methods
Incidents resolved Remotely Number of Incidents resolved remotely by the Service Desk
  • (i.e.without carrying out work at user's location)
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
  • grouped into categories
Average Initial Response Time Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
Incident Resolution Time Average time for resolving an incident
  • grouped into categories
First Time Resolution Rate Percentage of Incidents resolved at the Service Desk during the first call
  • grouped into categories
Resolution within SLA Rate of incidents resolved during solution times agreed in SLA
  • grouped into categories
Incident Resolution Effort Average work effort for resolving Incidents
  • grouped into categories

 

 

ITIL KPIs Problem Management

Key Performance Indicator (KPI) Definition
Number of Problems Number of Problems registered by Problem Management
  • grouped into categories
Problem Resolution Time Average time for resolving Problems
  • grouped into categories
Number of unresolved Problem Number of Problems where the underlying root cause is not known at a particular time
Number of Incidents per Known Problem Number of reported 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
  • grouped into categories

 

→ back to: ITIL Key Performance Indicators

 

 

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