KPIs Service Evaluation: Difference between revisions
From IT Process Wiki
No edit summary |
No edit summary |
||
| Line 11: | Line 11: | ||
'''Source''': Key Performance Indicators for ITIL Service Evaluation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | '''Source''': Key Performance Indicators for ITIL Service Evaluation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | ||
<p> </p> | |||
<p> </p> | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| Number of Customer Complaints | | Number of Customer Complaints | ||
| Number of received customer complaints | | Number of received customer complaints | ||
|- | |- | ||
| Number of | | Number of accepted Customer Complaints | ||
| Number of received customer complaints which were accepted as justified | | Number of received customer complaints which were accepted as justified | ||
|- | |- | ||
| Line 26: | Line 28: | ||
| Number of formal Customer Satisfaction Surveys carried out during the reporting period | | Number of formal Customer Satisfaction Surveys carried out during the reporting period | ||
|- | |- | ||
| Percentage of | | Percentage of returned Questionnaires | ||
| Percentage of questionnaires returned, in relation to all questionnaires being sent out | | 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. | |||
|- | |- | ||
| Number of Service Evaluations | | Number of Service Evaluations | ||
| Number of formal Service Evaluations carried out during the reporting period | | Number of formal Service Evaluations carried out during the reporting period | ||
|- | |- | ||
| Number of | | Number of identified Weaknesses | ||
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | ||
|} | |} | ||
<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: --> | ||
Revision as of 17:18, 13 September 2011
<seo metakeywords="kpi service evaluation, kpis service evaluation, itil service evaluation kpi" metadescription="Service Evaluation: The most important ITIL KPIs - ITIL Key Performance Indicators." />
ITIL Process: ITIL V3 CSI - Continual Service Improvement - Service Evaluation
Source: Key Performance Indicators for ITIL Service Evaluation from the ITIL Process Map V3
| 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. |
| Number of Service Evaluations | Number of formal Service Evaluations carried out during the reporting period |
| Number of identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
→ back to: ITIL Key Performance Indicators
