ITIL KPIs Service Design: Difference between revisions

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<p>&nbsp;</p>
<p>&nbsp;</p>
__TOC__


==ITIL KPIs Service Level Management==
==ITIL KPIs Service Level 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
|-
|-
|Services covered by SLAs
|Services covered by SLAs
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==ITIL KPIs Capacity Management==
==ITIL KPIs Capacity 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
|-
|-
|Incidents due to Capacity Shortages
|Incidents due to Capacity Shortages
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==ITIL KPIs Availability  Management==
==ITIL KPIs Availability  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
|-
|-
|Service Availability
|Service Availability
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==ITIL KPIs IT Service Continuity Management==
==ITIL KPIs IT Service Continuity 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
|-
|-
|Business Processes with Continuity Agreements
|Business Processes with Continuity Agreements
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==ITIL KPIs Information Security Management==
==ITIL KPIs Information Security 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
|-
|-
|Number of implemented Preventive Measures  
|Number of implemented Preventive Measures  
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==ITIL KPIs Supplier Management==
==ITIL KPIs Supplier 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
|-
|-
|Number of agreed UCs
|Number of agreed UCs
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<p>&nbsp;</p>
<p>&nbsp;</p>


<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 ]==
 
<html><table class="wikitable">
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<td>Link to this page:</td>
<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design">https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design</a></td>
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<tr>
<td>Languages:</td>
<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_Design">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Dise%C3%B1o_del_Servicio">espa&#xf1;ol</a></span></td>
</tr>
<tr>
<td>Author:</td>
<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 11:13, 13 September 2014

DE - ES - ITIL KPI's Service Designdiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Service Design


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)

 

[ Infobox ]

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