ITIL KPIs Service Transition: Difference between revisions

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'''ITIL Process''': [[ITIL V3 Service Transition|Service Transition according to ITIL 2011]]  
'''ITIL Process''': [[ITIL Service Transition|Service Transition according to ITIL 2011]]  


'''Source''': Key Performance Indicators for ITIL Service Transition from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]
'''Source''': Key Performance Indicators for ITIL Service Transition 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 Change Management ===
==ITIL KPIs Change 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 Major Changes
|Number of Major Changes
|Number of major changes assessed by the CAB (Change Advisory Board)
|
* Number of major changes assessed by the CAB (Change Advisory Board)
|-
|-
|Number of CAB Meetings
|Number of CAB Meetings
|Number of CAB (Change Advisory Board) meetings
|
* Number of CAB (Change Advisory Board) meetings
|-
|-
|Time for Change Approval/ Rejection
|Time for Change Approval/ Rejection
|Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
|
* Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
|-
|-
|Change Acceptance Rate
|Change Acceptance Rate
|Number of accepted vs. rejected RFCs
|
* Number of accepted vs. rejected RFCs
|-
|-
|Number of Emergency Changes
|Number of Emergency Changes
|Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)
|
* Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)
|}
|}


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=== ITIL KPIs Project Management (Transition Planning and Support) ===
==ITIL KPIs Project Management (Transition Planning and Support)==


{| 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 Projects
|Number of Projects
|Number of major release rollouts under the control of Project Management
|
* Number of major release rollouts under the control of Project Management
|-
|-
|Percentage of Projects with Project Charters
|Percentage of Projects with Project Charters
|Percentage of projects which are started with a signed Project Charter in place
|
* Percentage of projects which are started with a signed Project Charter in place
|-
|-
|Number of Changes to Project Charter
|Number of Changes to Project Charter
|Number of changes to the Project Charter after project start
|
* Number of changes to the Project Charter after project start
|-
|-
|Adherence to Project Budget
|Adherence to Project Budget
|Actual vs. planned consumption of financial and personnel resources
|
* Actual vs. planned consumption of financial and personnel resources
|-
|-
|Project Delays
|Project Delays
|Actual vs. planned project completion dates
|
* Actual vs. planned project completion dates
|}
|}


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=== ITIL KPIs Release and Deployment Management ===
==ITIL KPIs Release and Deployment 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 Releases
|Number of Releases
|Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
|
* Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
|-
|-
|Duration of Major Deployments
|Duration of Major Deployments
|Average duration of major deployments from clearance until completion
|
* Average duration of major deployments from clearance until completion
|-
|-
|Number of Release Backouts
|Number of Release Backouts
|Number of releases which had to be reversed
|
* Number of releases which had to be reversed
|-
|-
|Proportion of automatic Release Distribution
|Proportion of automatic Release Distribution
|Proportion of new releases distributed automatically
|
* Proportion of new releases distributed automatically
|}
|}


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=== ITIL KPIs Service Validation and Testing ===
==ITIL KPIs Service Validation and Testing==


{| 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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|-
|-
|Percentage of failed Release Component Acceptance Tests
|Percentage of failed Release Component Acceptance Tests
|Percentage of release components which fail to pass acceptance tests
|
* Percentage of release components which fail to pass acceptance tests
|-
|-
|Number of identified Errors
|Number of identified Errors
|Number of identified errors during release testing
|
* Number of identified errors during release testing
* per release
* per release
|-
|-
|Time for Error Fixing
|Time for Error Fixing
|Time until re-submission of fixed release components
|
* Time until re-submission of fixed release components
|-
|-
|Incidents caused by New Releases
|Incidents caused by New Releases
|Number of Incidents attributable to new releases
|
* Number of Incidents attributable to new releases
|-
|-
|Percentage of failed Service Acceptance Tests
|Percentage of failed Service Acceptance Tests
|Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off
|
* Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off
|}
|}


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=== ITIL KPIs Service Asset and Configuration Management ===
==ITIL KPIs Service Asset and Configuration 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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|-
|-
|Verification Frequency
|Verification Frequency
|Frequency of physical verifications of CMS contents
|
* Frequency of physical verifications of CMS contents
|-
|-
|Number of Incidents owing to inaccurate CMS Information
|Number of Incidents owing to inaccurate CMS Information
|Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
|
* Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
|-
|-
|Effort for CMS Verifications
|Effort for CMS Verifications
|Average work effort for physical verifications of the CMS contents
|
* Average work effort for physical verifications of the CMS contents
|-
|-
|CMS Coverage
|CMS Coverage
|Percentage of configuration components for which data is kept in the CMS
|
* Percentage of configuration components for which data is kept in the CMS
|-
|-
|Number of unauthorized Changes detected automatically
|Number of unauthorized Changes detected automatically
|Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
|
* Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
|-
|-
|Number of CMS Errors
|Number of CMS Errors
|Number of errors found in the CMS as a result of an audit
|
* Number of errors found in the CMS as a result of an audit
|}
|}


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Revision as of 16:12, 3 August 2013

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ITIL Process: Service Transition according to ITIL 2011

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

→ back to: ITIL Key Performance Indicators

 

ITIL KPIs Change Management

Key Performance Indicator (KPI) Definition
Number of Major Changes
  • Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings
  • Number of CAB (Change Advisory Board) meetings
Time for Change Approval/ Rejection
  • Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
Change Acceptance Rate
  • Number of accepted vs. rejected RFCs
Number of Emergency Changes
  • Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)

 

 

ITIL KPIs Project Management (Transition Planning and Support)

Key Performance Indicator (KPI) Definition
Number of Projects
  • Number of major release rollouts under the control of Project Management
Percentage of Projects with Project Charters
  • Percentage of projects which are started with a signed Project Charter in place
Number of Changes to Project Charter
  • Number of changes to the Project Charter after project start
Adherence to Project Budget
  • Actual vs. planned consumption of financial and personnel resources
Project Delays
  • Actual vs. planned project completion dates

 

 

ITIL KPIs Release and Deployment Management

Key Performance Indicator (KPI) Definition
Number of Releases
  • Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
Duration of Major Deployments
  • Average duration of major deployments from clearance until completion
Number of Release Backouts
  • Number of releases which had to be reversed
Proportion of automatic Release Distribution
  • Proportion of new releases distributed automatically

 

 

ITIL KPIs Service Validation and Testing

Key Performance Indicator (KPI) Definition
Percentage of failed Release Component Acceptance Tests
  • Percentage of release components which fail to pass acceptance tests
Number of identified Errors
  • Number of identified errors during release testing
  • per release
Time for Error Fixing
  • Time until re-submission of fixed release components
Incidents caused by New Releases
  • Number of Incidents attributable to new releases
Percentage of failed Service Acceptance Tests
  • Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off

 

 

ITIL KPIs Service Asset and Configuration Management

Key Performance Indicator (KPI) Definition
Verification Frequency
  • Frequency of physical verifications of CMS contents
Number of Incidents owing to inaccurate CMS Information
  • Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
Effort for CMS Verifications
  • Average work effort for physical verifications of the CMS contents
CMS Coverage
  • Percentage of configuration components for which data is kept in the CMS
Number of unauthorized Changes detected automatically
  • Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
Number of CMS Errors
  • Number of errors found in the CMS as a result of an audit

 

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