ITIL KPIs Service Design: Difference between revisions

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'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]]  
'''ITIL Process''': [[ITIL Processes#Service Design|Service Design according to ITIL V3]]  
'''Source''': Key Performance Indicators for ITIL Service Design from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]




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{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Service Elements in SLAs
|Services covered by SLAs
|Number of service elements included in SLAs
|Number of services covered by SLAs
|-
|-
|Service Elements with OLAs/UCs
|Services covered by OLAs/ UCs
|Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs
|Number of Services where SLAs are backed up by corresponding OLAs/ UCs
|-
|-
|Monitored SLAs
|Monitored SLAs
|Number of monitored SLAs, where weak-spots and counter-measures are reported
|Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
|-
|-
|SLAs under Review
|SLAs under Review
|Number of SLAs which are regularly reviewed
|Number of Services/ SLAs which are regularly reviewed
|-
|-
|Fulfilment of Service Levels
|Fulfilment of Service Levels
|Number of SLA elements where the agreed service levels are fulfilled
|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 ===
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="65%" style="background:#ffffcc;" | 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
|-
|-
|Number of Shortcomings
|Unplanned Capacity Adjustments
|Number of shortcomings in the service provision, which are identified and addressed in an improvement plan
|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
|}
|}




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{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Service Availability
|Service Availability
|Availability of IT Services relative to the availability agreed in SLAs
|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
|Duration of Service Interruptions
|Average duration of interruptions to IT-Services
|Average duration of service interruptions
|-
|Number of Service Interruptions
|Number of interruptions to the IT Services
|-
|-
|Availability Monitoring
|Availability Monitoring
|Percentage of relevant infrastructure components, of which the availability is automatically monitored
|Percentage of services and infrastructure components under availability monitoring
|-
|-
|Availability Measures
|Availability Measures
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=== ITIL KPIs Capacity Management ===
 
=== ITIL KPIs IT Service Continuity Management ===




{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | 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 IT Security Management ===
 
 
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
|Incidents due to Lack of Capacity
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
|Number of incidents occurring, which are attributable to insufficient IT Capacity
! width="65%" style="background:#ffffcc;" | Definition
|-
|-
|Exactness of Capacity Forecast
|Number of Implemented Preventive Measures
|Deviation of the predicted capacity development from actual course
|Number of preventive security measures which were implemented in response to identified security threats
|-
|-
|Capacity Adjustments
|Implementation Duration
|Number of adjustments of the IT Capacities to changing demand
|Duration from the identification of a security threat to the implementation of a suitable counter measure
|-
|-
|Unplanned Capacity Adjustments
|Number of Major Security Incidents
|Number of unplanned increases to IT Capacity as result of capacity bottlenecks
|Number of identified security incidents, classified by severity category
|-
|-
|Resolution Time of Capacity Shortage
|Number of Security-Related Service Downtimes
|Duration of resolution of recognized capacity-bottleneck
|Number of security incidents causing service interruption or reduced availability
|-
|-
|Capacity Reserves
|Number of Security Tests
|Percent of capacity reserves at times of normal and maximum demand
|Number of security tests and trainings carried out
|-
|-
|Percentage of Capacity Monitoring
|Number of Identified Shortcomings during Security Tests
|Percentage of relevant infrastructure components, of which the capacity is automatically monitored
|Number of identified shortcomings in security mechanisms which were identified during tests
|}
|}






=== ITIL KPIs IT Service Continuity Management ===
 
 
=== ITIL KPIs Supplier Management ===




{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0" align="center"
|-
|-
! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
! width="65%" style="background:#ffffcc;" | Definition
|-
|Processes under Risk-Management
|Percentage of business-processes on client side, which are covered by IT Risk- Management
|-
|-
|Gaps in Disaster Preparation
|Number of Agreed UCs
|Number of identified gaps in the preparation for disaster events, where no preventive measures have yet been taken
|Percentage of contracts underpinned by UCs
|-
|-
|Shortcomings in Disaster Preparation
|Number of Contract Reviews
|Number of identified shortcomings in the preparation for disaster events, which, for example, are identified during practices
|Number of conducted contract and supplier reviews
|-
|-
|Implementation Duration
|Number of Identified Contract Breaches
|Duration from the identification of a risk up to implementation of a respective precautionary measure
|Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)
|-
|Number of Disaster Practices
|Number of disaster practices actually carried out
|}
|}
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Service Design]]
[[Category:KPI (ITIL)|Service Design KPIs]]
[[Category:Service Design|KPIs Service Design]]
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Revision as of 08:54, 27 July 2011

<seo metakeywords="itil kpis service design, kpis service design, kpis service design itil" metadescription="Service Design: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Design." />

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 V3

Source: Key Performance Indicators for ITIL Service Design from the ITIL Process Map V3


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 IT 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)


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