ITIL KPIs Service Operation: Difference between revisions

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<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>
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Revision as of 10:47, 28 April 2017

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DE - ES - ITIL KPI's Service Operationdiese Seite auf Deutschesta página en español
DE - ES - ITIL KPI's Service Operation


ITIL Process: Service Operation according to ITIL 2011

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

→ back to: ITIL Key Performance Indicators

 

ITIL KPIs Incident Management

Key Performance Indicator (KPI) Definition
Number of repeated Incidents
  • Number of repeated Incidents, with known resolution methods
Incidents resolved Remotely
  • Number of Incidents resolved remotely by the Service Desk
  • (i.e.without carrying out work at user's location)
Number of Escalations
  • Number of escalations for Incidents not resolved in the agreed resolution time
Number of Incidents
  • Number of incidents registered by the Service Desk
  • grouped into categories
Average Initial Response Time
  • Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
Incident Resolution Time
  • Average time for resolving an incident
  • grouped into categories
First Time Resolution Rate
  • Percentage of Incidents resolved at the Service Desk during the first call
  • grouped into categories
Resolution within SLA
  • Rate of incidents resolved during solution times agreed in SLA
  • grouped into categories
Incident Resolution Effort
  • Average work effort for resolving Incidents
  • grouped into categories

 

 

ITIL KPIs Problem Management

Key Performance Indicator (KPI) Definition
Number of Problems
  • Number of Problems registered by Problem Management
  • grouped into categories
Problem Resolution Time
  • Average time for resolving Problems
  • grouped into categories
Number of unresolved Problem
  • Number of Problems where the underlying root cause is not known at a particular time
Number of Incidents per Known Problem
  • Number of reported Incidents linked to the same Problem after problem identification
Time until Problem Identification
  • Average time between first occurance of an Incident and identification of the underlying root cause
Problem Resolution Effort
  • Average work effort for resolving Problems
  • grouped into categories

 

[ Infobox ]

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