ITIL KPIs Service Strategy: Difference between revisions

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'''ITIL Process''': [[ITIL V3 Service Strategy|Service Strategy according to ITIL 2011]]
'''ITIL Process''': [[ITIL 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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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
 
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===<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>===
==<span id="ITIL KPIs Service Portfolio Management">ITIL KPIs Strategy Management for IT Services and Service Portfolio Management</span>==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|Number of Planned New Services
|Number of Planned New Services
|Percentage of new services which are developed following a strategic review
|
* 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 strategic reviews
|
* 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 new Customers
|Number of new Customers
|Number of newly won customers
|
* Number of newly won customers
|-
|-
|Number of lost Customers
|Number of lost Customers
|Number of customers which were lost to competing service providers
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* Number of customers which were lost to competing service providers
|}
|}


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=== ITIL KPIs Financial Management ===
==ITIL KPIs Financial Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|-
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|-
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|Adherence to Budgeting Process
|Adherence to Budgeting Process
|Percent of projects using the standard IT budgeting process
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* Percent of projects using the standard IT budgeting process
|-
|-
|Cost-/ Benefit Estimation
|Cost-/ Benefit Estimation
|Percent of project files containing cost-/ benefit estimates
|
* Percent of project files containing cost-/ benefit estimates
|-
|-
|Post Implementation Review
|Post Implementation Review
|Percent of projects where costs and benefits are verified after implementation
|
* Percent of projects where costs and benefits are verified after implementation
|-
|-
|Adherence to Approved Budget
|Adherence to Approved Budget
|Percent of IT expenses exceeding the approved budget
|
* Percent of IT expenses exceeding the approved budget
|-
|-
|Adherence to Project Resources
|Adherence to Project Resources
|Percent of expenses exceeding the planned budget for a project
|
* Percent of expenses exceeding the planned budget for a project
|-
|-
|Proposals for Cost Optimization
|Proposals for Cost Optimization
|Number of proposals by Financial Management for the optimized use of financial resources
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* Number of proposals by Financial Management for the optimized use of financial resources
|}
|}


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=== ITIL KPIs Business Relationship Management ===
==ITIL KPIs Business Relationship Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|-
|-
|Number of Customer Complaints
|Number of Customer Complaints
|Number of received customer complaints
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* Number of received customer complaints
|-
|-
|Number of accepted Customer Complaints
|Number of accepted Customer Complaints
|Number of received customer complaints which were accepted as justified
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* Number of received customer complaints which were accepted as justified
|-
|-
|Number of Customer Satisfaction Surveys
|Number of Customer Satisfaction Surveys
|Number of formal Customer Satisfaction Surveys carried out during the reporting period
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* Number of formal Customer Satisfaction Surveys carried out during the reporting period
|-
|-
|Percentage of returned Questionnaires
|Percentage of returned Questionnaires
|Percentage of questionnaires returned, in relation to all questionnaires being sent out
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* Percentage of questionnaires returned, in relation to all questionnaires being sent out
|-
|-
|Customer Satisfaction per Service
|Customer Satisfaction per Service
|Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.
|
* Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.
|}
|}


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Revision as of 16:08, 3 August 2013

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ITIL Process: Service Strategy according to ITIL 2011

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

→ back to: ITIL Key Performance Indicators

 

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.

 

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