ITIL KPIs Service Operation: Difference between revisions

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'''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]




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! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="70%" style="background:#e9e6d1;" | Definition
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| Number of Repeated Incidents
| Number of Repeated Incidents
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|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)
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|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
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* per category  
* per category  
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! width="30%" style="background:#f8f7ef;" | Key performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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! width="65%" style="background:#ffffcc;" | Definition
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|Number of Problems
|Number of Problems
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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
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[[Category:ITIL V3|KPIs Service Operation]]
[[Category:KPI (ITIL)|Service Operation KPIs]]
[[Category:Service Operation|KPIs Service Operation]]
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Revision as of 09:55, 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

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