ITIL KPIs Service Strategy: Difference between revisions

From IT Process Wiki
No edit summary
No edit summary
Line 4: Line 4:
</itpmch>
</itpmch>
<imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Strategy|100px
Image:ITIL-Wiki-share.jpg|right|share this page|141px
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
rect 55 0 99 36 [https://www.linkedin.com/shareArticle?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Strategy&hl=en_US&source=IT%20Process%20Wiki share this page on LinkedIn]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio esta página en español]
rect 97 0 141 36 [https://twitter.com/intent/tweet?url=https%3A%2F%2Fwiki.en.it-processmaps.com%2Findex.php%2FITIL_KPIs_Service_Strategy&text=%23ITILwiki%20%7C%20ITIL%20Key%20Performance%20Indicators%20(KPIs)%20Service%20Strategy%0A%E2%96%BA&lang=en&via=itprocessmaps share this page on Twitter]
desc none
</imagemap>
<imagemap>
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Strategy|163px
rect 81 0 114 36 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Strategy_-_Servicestrategie diese Seite auf Deutsch]
rect 115 0 163 36 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Estrategia_del_Servicio esta página en español]
desc none
desc none
</imagemap>
</imagemap>
Line 129: Line 135:
<tr>
<tr>
<td>Author:</td>
<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>
<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
</tr>
</tr>
</table></html>
</table></html>

Revision as of 10:47, 28 April 2017

share this pageshare this page on LinkedInshare this page on Twitter
share this page
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 ]

Link to this page:
Languages: English | Deutsch | español
Author: , IT Process Maps   

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Strategy&oldid=8870"