ITIL KPIs Service Strategy: Difference between revisions

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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"
{| class="wikitable" style="background: white;"
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#ffcc66; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
!style="background:#ffffcc; width:65%" | Definition
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|Number of Planned New Services
|Number of Planned New Services
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==ITIL KPIs Financial Management==
==ITIL KPIs Financial Management==


{| border="1" cellpadding="5" cellspacing="0"
{| class="wikitable" style="background: white;"
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#ffcc66; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
!style="background:#ffffcc; width:65%" | Definition
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|Adherence to Budgeting Process
|Adherence to Budgeting Process
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==ITIL KPIs Business Relationship Management==
==ITIL KPIs Business Relationship Management==


{| border="1" cellpadding="5" cellspacing="0"
{| class="wikitable" style="background: white;"
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! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
!style="background:#ffcc66; width:35%" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | Definition
!style="background:#ffffcc; width:65%" | Definition
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|Number of Customer Complaints
|Number of Customer Complaints
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<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>
==[ Infobox ]==
 
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<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio">espa&#xf1;ol</a></span></td>
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<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
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Revision as of 11:12, 13 September 2014

DE - ES - ITIL KPI's Service Strategydiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Service Strategy


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.

 

[ Infobox ]

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