ITIL KPIs Continual Service Improvement: Difference between revisions
From IT Process Wiki
(New page: '''ITIL Process''': CSI - Continual Service Improvement according to ITIL V3 === ITIL KPIs Service Evaluation === {| border="1" cellpad...) |
mNo edit summary |
||
| Line 1: | Line 1: | ||
<seo metakeywords="kpi continual service improvement, itil kpis CSI, kpis csi, kpis csi itil" metadescription="Continual Service Improvement: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL CSI." /> | |||
<imagemap> | |||
Image:ITIL-Wiki-de-es.jpg|DE - ES - ITIL KPI's Continual Service Improvement CSI|100px | |||
rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Kennzahlen_CSI_-_Kontinuierliche_Serviceverbesserung diese Seite auf Deutsch] | |||
rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/KPIs_ITIL_-_Perfeccionamiento_Continuo_del_Servicio_-_CSI esta página en español] | |||
desc none | |||
</imagemap> | |||
<br style="clear:both;"/> | |||
'''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|CSI - Continual Service Improvement according to ITIL V3]] | '''ITIL Process''': [[ITIL V3 CSI - Continual Service Improvement|CSI - Continual Service Improvement according to ITIL V3]] | ||
'''Source''': Key Performance Indicators for ITIL CSI from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | |||
| Line 7: | Line 18: | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| Number of Customer Complaints | | Number of Customer Complaints | ||
| Line 28: | Line 39: | ||
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | ||
|} | |} | ||
| Line 37: | Line 47: | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
|- | |- | ||
! width=" | ! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width=" | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
| Number of Process Benchmarkings, Maturity Assessments, and Audits | | Number of Process Benchmarkings, Maturity Assessments, and Audits | ||
| Line 49: | Line 59: | ||
| Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives | ||
|} | |} | ||
=== ITIL KPIs Definition of CSI Initiatives === | |||
{| border="1" cellpadding="5" cellspacing="0" align="center" | |||
|- | |||
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | |||
! width="65%" style="background:#ffffcc;" | Definition | |||
|- | |||
| Number of CSI Initiatives | |||
| Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation | |||
|- | |||
| Number of Completed CSI Initiatives | |||
| Number of CSI initiatives which were completed during the reporting period | |||
|} | |||
→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | |||
<!-- This page is assigned to the following categories: --> | |||
[[Category:ITIL V3|KPIs Continual Service Improvement]] | |||
[[Category:KPI (ITIL)|Continual Service Improvement KPIs]] | |||
[[Category:Continual Service Improvement|KPIs Continual Service Improvement]] | |||
<!-- --- --> | |||
Revision as of 09:56, 27 July 2011
<seo metakeywords="kpi continual service improvement, itil kpis CSI, kpis csi, kpis csi itil" metadescription="Continual Service Improvement: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL CSI." />
ITIL Process: CSI - Continual Service Improvement according to ITIL V3
Source: Key Performance Indicators for ITIL CSI from the ITIL Process Map V3
ITIL KPIs Service Evaluation
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Customer Complaints | Number of received customer complaints |
| Number of Accepted Customer Complaints | Number of received customer complaints which were accepted as justified |
| Number of Customer Satisfaction Surveys | Number of formal Customer Satisfaction Surveys carried out during the reporting period |
| Percentage of Returned Questionnaires | Percentage of questionnaires returned, in relation to all questionnaires being sent out |
| Number of Service Evaluations | Number of formal Service Evaluations carried out during the reporting period |
| Number of Identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
ITIL KPIs Process Evaluation
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Process Benchmarkings, Maturity Assessments, and Audits | Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period |
| Number of Process Evaluations | Number of formal Service Evaluations carried out |
| Number of Identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
ITIL KPIs Definition of CSI Initiatives
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of CSI Initiatives | Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation |
| Number of Completed CSI Initiatives | Number of CSI initiatives which were completed during the reporting period |
→ back to: ITIL Key Performance Indicators
