ITIL Key Performance Indicators: Difference between revisions

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An extensive collection of Key Performance Indicators (KPIs) supports the introduction of a comprehensive framework for Process Controlling. This includes regular quality assessments of the IT Service Management processes.
An extensive collection of ITIL Key Performance Indicators (ITIL KPIs) supports the introduction of a comprehensive framework for Process Controlling. This includes regular quality assessments of the IT Service Management processes.


The suggested Key Performance Indicators (KPIs) correspond to the ITIL recommendations and have in parts been amended by COBIT elements.
ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations.
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.


Using those indicators the Process Owners are in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimisation and fine-tuning of the process design.
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 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 suggested ITIL Key Performance Indicators (KPIs) comply with the ITIL V3 (ITIL Version 3) recommendations and were enhanced with elements from COBIT.


__NOTOC__
__NOTOC__


=== KPIs Service Strategy according to ITIL V3===  
=== [[ITIL KPIs Service Strategy|ITIL KPIs Service Strategy]] ===  
* [[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management|KPIs Service Portfolio Management]]
* [[ITIL KPIs Service Strategy#ITIL KPIs Financial Management|KPIs Financial Management]]
* [[ITIL KPIs Service Strategy#ITIL KPIs Financial Management|KPIs Financial Management]]


=== KPIs Service Design according to ITIL V3===
=== [[ITIL KPIs Service Design|ITIL KPIs Service Design]] ===
* [[ITIL KPIs Service Design#ITIL KPIs Service Level Management|KPIs Service Level Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Service Level Management|KPIs Service Level Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Availability Management|KPIs Availability Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Availability Management|KPIs Availability Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Capacity Management|KPIs Capacity Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Capacity Management|KPIs Capacity Management]]
* [[ITIL KPIs Service Design#ITIL KPIs IT Service Continuity Management|KPIs IT Service Continuity Management]]
* [[ITIL KPIs Service Design#ITIL KPIs IT Service Continuity Management|KPIs IT Service Continuity Management]]
* [[ITIL KPIs Service Design#ITIL KPIs IT Security Management|KPIs IT Security Management]]
* [[ITIL KPIs Service Design#ITIL KPIs Supplier Management|KPIs Supplier Management]]


=== KPIs Service Transition according to ITIL V3 ===  
=== [[ITIL KPIs Service Transition|ITIL KPIs Service Transition]] ===  
* [[ITIL KPIs Service Transition#ITIL KPIs Change Management|KPIs Change Management]]
* [[ITIL KPIs Service Transition#ITIL KPIs Change Management|KPIs Change Management]]
* [[ITIL KPIs Service Transition#ITIL KPIs Project Management (Transition Planning and Support)|KPIs Project Management (Transition Planning and Support)]]
* [[ITIL KPIs Service Transition#ITIL KPIs Release and Deployment Management|KPIs Release and Deployment Management]]
* [[ITIL KPIs Service Transition#ITIL KPIs Release and Deployment Management|KPIs Release and Deployment Management]]
* [[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing|KPIs Service Validation and Testing]]
* [[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management|KPIs Service Asset and Configuration Management]]
* [[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management|KPIs Service Asset and Configuration Management]]


=== KPIs Service Operation according to ITIL V3 ===  
=== [[ITIL KPIs Service Operation|ITIL KPIs Service Operation]] ===  
* [[ITIL KPIs Service Operation#ITIL KPIs Incident Management|KPIs Incident Management]]
* [[ITIL KPIs Service Operation#ITIL KPIs Incident Management|KPIs Incident Management]]
* [[ITIL KPIs Service Operation#ITIL KPIs Problem Management|KPIs Problem Management]]
* [[ITIL KPIs Service Operation#ITIL KPIs Problem Management|KPIs Problem Management]]


=== KPIs Continual Service Improvement according to ITIL V3 ===
=== [[ITIL KPIs Continual Service Improvement|ITIL KPIs Continual Service Improvement]] ===
* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Evaluation|KPIs Service Evaluation]]
* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation|KPIs Process Evaluation]]
* [[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives|KPIs Definition of Improvement Initiatives]]
 
 
 
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Revision as of 08:54, 27 July 2011

<seo metakeywords="itil kpi, kpi itil, it kpi, itil kpis, it kpis, kpi it" metadescription="An extensive collection of ITIL Key Performance Indicators (ITIL KPIs) supports the introduction of a comprehensive framework for Process ..." />

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)


An extensive collection of ITIL Key Performance Indicators (ITIL KPIs) supports the introduction of a comprehensive framework for Process Controlling. This includes regular quality assessments of the IT Service Management processes.

ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization - the ITIL processes - are running according to expectations. 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.

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 suggested ITIL Key Performance Indicators (KPIs) comply with the ITIL V3 (ITIL Version 3) recommendations and were enhanced with elements from COBIT.


ITIL KPIs Service Strategy

ITIL KPIs Service Design

ITIL KPIs Service Transition

ITIL KPIs Service Operation

ITIL KPIs Continual Service Improvement

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