ITIL KPIs Service Operation: Difference between revisions

From IT Process Wiki
Newer edit →
Andrea (talk | contribs)
Bureaucrats, Interface administrators, Suppressors, Administrators
9,032 edits
No edit summary
 
mNo edit summary
Line 1: Line 1:
{|
<seo metakeywords="itil kpis service operation, kpis service operation, kpis service operation itil" metadescription="Service Operation: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Operation." />
! align="right" width="80%"|
<imagemap>
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Service Operation|100px
|}
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_Service_Operation_-_Servicebetrieb diese Seite auf Deutsch]
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Operaci%C3%B3n_del_Servicio esta página en español]
desc none
</imagemap>
<br style="clear:both;"/>


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




Line 12: Line 18:
{| 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
|-
|-
| Number of Repeated Incidents
| Number of Repeated Incidents
Line 19: Line 25:
|-
|-
|Remotely Resolved Incidents
|Remotely Resolved Incidents
| Number of incidents resolved remotely by the service desk
| Number of incidents resolved remotely by the Service Desk
* (i.e.without carrying out work at user's location)
* (i.e.without carrying out work at user's location)
|-
|-
Line 34: Line 40:
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Rate of incidents resolved at the Service Desk during the first call
|Percentage of incidents resolved at the Service Desk during the first call
* per category
* per category
|-
|-
Line 45: Line 51:
* per category  
* per category  
|}
|}




Line 53: Line 60:
{| 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
|-
|-
|Number of Problems
|Number of Problems
Line 77: Line 84:
* per category
* per category
|}
|}
&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3|KPIs Service Operation]]
[[Category:KPI (ITIL)|Service Operation KPIs]]
[[Category:Service Operation|KPIs Service Operation]]
<!-- --- -->

Revision as of 08:55, 27 July 2011

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

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 V3

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


ITIL KPIs Incident Management

Key Performance Indicator (KPI) Definition
Number of Repeated Incidents Number of repeated Incidents, with known resolution methods
Remotely Resolved Incidents 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
  • per category
Incident Resolution Time Average time for resolving an incident
  • per category
First Time Resolution Rate Percentage of incidents resolved at the Service Desk during the first call
  • per category
Resolution within SLA Rate of incidents resolved during solution times agreed in SLA
  • per category
Incident Resolution Effort Average work effort for resolving incidents
  • per category



ITIL KPIs Problem Management

Key Performance Indicator (KPI) Definition
Number of Problems Number of Problems registered by Problem Management
  • per category
Problem Resolution Time Average time for resolving a problem
  • per category
Number of Incidents per Problem Average number of incidents linked to the same problem before problem identification
Number of Incidents per Known Problem Average number of 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
  • per category


→ back to: ITIL Key Performance Indicators

Retrieved from "https://wiki.en.it-processmaps.com/index.php?title=ITIL_KPIs_Service_Operation&oldid=4814"