KPIs Capacity Management

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ITIL KPI's Capacity Management

ITIL Process: ITIL V3 Service Design - Capacity Management

Source: Key Performance Indicators for ITIL Capacity Management from the ITIL Process Map V3

Key Performance Indicator (KPI)	Definition
Incidents due to Lack of Capacity	Number of incidents occurring, which are attributable to insufficient IT Capacity
Exactness of Capacity Forecast	Deviation of the predicted capacity development from actual course
Capacity Adjustments	Number of adjustments of the IT Capacities to changing demand
Unplanned Capacity Adjustments	Number of unplanned increases to IT Capacity as result of capacity bottlenecks
Resolution Time of Capacity Shortage	Duration of resolution of recognized capacity-bottleneck
Capacity Reserves	Percent of capacity reserves at times of normal and maximum demand
Percentage of Capacity Monitoring	Percentage of relevant infrastructure components, of which the capacity is automatically monitored

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