ITIL Key Performance Indicators: Difference between revisions

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An extensive collection of ''ITIL key performance indicators (ITIL KPIs)'' supports the introduction of a comprehensive framework for process control. This includes regular quality assessments of the IT Service Management processes.
''ITIL key performance indicators (ITIL KPIs)'' are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.


ITIL key performance indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the [[ITIL Processes|ITIL processes]] - are running according to expectations.
ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes|ITIL processes]].


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[[image:ITIL-KPIs.jpg|thumb|200px|right|alt=ITIL KPIs|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg|ITIL Key Performance Indicators]]
[[image:ITIL-KPIs.jpg|thumb|200px|right|alt=ITIL KPIs|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg|ITIL Key Performance Indicators]]
Defining suitable KPIs is above all about deciding what exactly is considered a "successful process execution". Once this is established it becomes possible to determine and measure specific indicators. Process Owners and Controllers are thus in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimization and fine-tuning of the process designs.
Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.


The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.
The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.


Generally, the exact definitions of the KPIs will differ depending on the nature of an organization. There are, however, a number of typical KPIs used to assess ITIL processes.
The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes.


Those common indicators are presented on the following pages as a complete collection of KPIs for the most important ITIL processes.  
Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes.  


The suggested ITIL key performance indicators (KPIs) comply with the ''ITIL 2011 recommendations'' and were enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.
The suggested ITIL key performance indicators (KPIs) are aligned with ITIL V3 and have been enhanced with elements from COBIT [[ITIL Key Performance Indicators#Notes|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications.


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DE - ES - ITIL KPIs - ITIL Key Performance Indicators (ITIL KPI)diese Seite auf Deutschesta página en español
DE - ES - ITIL KPIs - ITIL Key Performance Indicators (ITIL KPI)


ITIL key performance indicators (ITIL KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.

ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of ITIL processes.

Defining KPIs

ITIL KPIs
ITIL Key Performance Indicators

Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.

The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.

The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes.

Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes.

The suggested ITIL key performance indicators (KPIs) are aligned with ITIL V3 and have been enhanced with elements from COBIT [1]. More suggestions for suitable KPIs can be found in the official ITIL publications.

 

ITIL KPIs Service Strategy

 

ITIL KPIs Service Design

 

ITIL KPIs Service Transition

 

ITIL KPIs Service Operation

 

ITIL KPIs Continual Service Improvement

 

Notes

[1] "COBIT" is a Trademark of ISACA (Information Systems Audit and Control Association).

 

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