ITIL KPIs Service Design: Difference between revisions

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'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL 2011]]  
'''ITIL Process''': [[ITIL 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]


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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
 
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=== ITIL KPIs Service Level Management ===
==ITIL KPIs Service Level 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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|-
|-
|Services covered by SLAs
|Services covered by SLAs
|Number of services covered by SLAs
|
* Number of services covered by SLAs
|-
|-
|Services covered by OLAs/ UCs
|Services covered by OLAs/ UCs
|Number of Services where SLAs are backed up by corresponding OLAs/ UCs
|
* Number of Services where SLAs are backed up by corresponding OLAs/ UCs
|-
|-
|Monitored SLAs
|Monitored SLAs
|Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
|
* Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
|-
|-
|SLAs under Review
|SLAs under Review
|Number of Services/ SLAs which are regularly reviewed
|
* Number of Services/ SLAs which are regularly reviewed
|-
|-
|Fulfilment of Service Levels
|Fulfilment of Service Levels
|Number of Services/ SLAs where the agreed service levels are fulfilled
|
* Number of Services/ SLAs where the agreed service levels are fulfilled
|-
|-
|Number of Service Issues
|Number of Service Issues
|Number of issues in the service provision, which are identified and addressed in an improvement plan
|
* Number of issues in the service provision, which are identified and addressed in an improvement plan
|}
|}


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=== ITIL KPIs Capacity Management ===
==ITIL KPIs Capacity 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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|-
|-
|Incidents due to Capacity Shortages
|Incidents due to Capacity Shortages
|Number of incidents occurring because of insufficient service or component capacity
|
* Number of incidents occurring because of insufficient service or component capacity
|-
|-
|Exactness of Capacity Forecast
|Exactness of Capacity Forecast
|Deviation of the predicted capacity development from actual course
|
* Deviation of the predicted capacity development from actual course
|-
|-
|Capacity Adjustments
|Capacity Adjustments
|Number of adjustments to service and component capacities due to changing demand
|
* Number of adjustments to service and component capacities due to changing demand
|-
|-
|Unplanned Capacity Adjustments
|Unplanned Capacity Adjustments
|Number of unplanned increases to service or component capacity as result of capacity bottlenecks
|
* Number of unplanned increases to service or component capacity as result of capacity bottlenecks
|-
|-
|Resolution Time of Capacity Shortage
|Resolution Time of Capacity Shortage
|Resolution time for identified capacity bottlenecks
|
* Resolution time for identified capacity bottlenecks
|-
|-
|Capacity Reserves
|Capacity Reserves
|Percentage of capacity reserves at times of normal and maximum demand
|
* Percentage of capacity reserves at times of normal and maximum demand
|-
|-
|Percentage of Capacity Monitoring
|Percentage of Capacity Monitoring
|Percentage of services and infrastructure components under capacity monitoring
|
* Percentage of services and infrastructure components under capacity monitoring
|}
|}


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=== ITIL KPIs Availability  Management ===
==ITIL KPIs Availability  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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|-
|-
|Service Availability
|Service Availability
|Availability of IT Services relative to the availability agreed in SLAs and OLAs
|
* Availability of IT Services relative to the availability agreed in SLAs and OLAs
|-
|-
|Number of Service Interruptions
|Number of Service Interruptions
|Number of service interruptions
|
* Number of service interruptions
|-
|-
|Duration of Service Interruptions
|Duration of Service Interruptions
|Average duration of service interruptions
|
* Average duration of service interruptions
|-
|-
|Availability Monitoring
|Availability Monitoring
|Percentage of services and infrastructure components under availability monitoring
|
* Percentage of services and infrastructure components under availability monitoring
|-
|-
|Availability Measures
|Availability Measures
|Number of implemented measures with the objective of increasing availability
|
* Number of implemented measures with the objective of increasing availability
|}
|}


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=== 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"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|-
|-
|Business Processes with Continuity Agreements
|Business Processes with Continuity Agreements
|Percentage of business processes which are covered by explicit service continuity targets
|
* Percentage of business processes which are covered by explicit service continuity targets
|-
|-
|Gaps in Disaster Preparation
|Gaps in Disaster Preparation
|Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
|
* Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
|-
|-
|Implementation Duration
|Implementation Duration
|Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
|
* 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
|Number of disaster practices actually carried out
|
* Number of disaster practices actually carried out
|-
|-
|Number of identified Shortcomings during Disaster Practices
|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
|}
|}


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=== ITIL KPIs Information Security Management ===
==ITIL KPIs Information Security 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 implemented Preventive Measures  
|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
|-
|-
|Implementation Duration
|Implementation Duration
|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 major Security Incidents
|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-related Service Downtimes
|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
|-
|-
|Number of Security Tests
|Number of Security Tests
|Number of security tests and trainings carried out
|
* Number of security tests and trainings carried out
|-
|-
|Number of identified Shortcomings during Security Tests
|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
|}
|}


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<p>&nbsp;</p>


=== ITIL KPIs Supplier Management ===
==ITIL KPIs Supplier 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 agreed UCs
|Number of agreed UCs
|Percentage of contracts underpinned by UCs
|
* Percentage of contracts underpinned by UCs
|-
|-
|Number of Contract Reviews
|Number of Contract Reviews
|Number of conducted contract and supplier reviews
|
* Number of conducted contract and supplier reviews
|-
|-
|Number of identified Contract Breaches
|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)
|}
|}


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Revision as of 16:11, 3 August 2013

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ITIL Process: Service Design according to ITIL 2011

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

→ back to: ITIL Key Performance Indicators

 

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)

 

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