KPIs Service Evaluation: Difference between revisions
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<seo metakeywords="kpi service evaluation, kpis service evaluation, itil service evaluation kpi" metadescription="Service Evaluation: The most important ITIL KPIs - ITIL Key Performance Indicators." /> | |||
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! width="30%" style="background:# | ! width="30%" style="background:#ffcc66;" | Key Performance Indicator (KPI) | ||
! width="70%" style="background:# | ! width="70%" style="background:#ffffcc;" | Definition | ||
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| Number of Customer Complaints | | Number of Customer Complaints | ||
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| Number of Identified Weaknesses | | Number of Identified Weaknesses | ||
| 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 | ||
|- | |||
| Number of Improvement Initiatives | |||
| Number of improvement initiatives, resulting from identified weaknesses during Service and Process Evaluation | |||
|- | |||
| Number of Completed Improvement Initiatives | |||
| Number of improvement initiatives which were completed during the reporting period | |||
|} | |} | ||
→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | |||
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[[Category:ITIL V3|KPIs Service Evaluation]] | |||
[[Category:KPI (ITIL)|Service Evaluation KPIs]] | |||
[[Category:Continual Service Improvement|KPIs Service Evaluation]] | |||
[[Category:Service Evaluation|KPIs Service Evaluation]] | |||
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Revision as of 10:15, 27 July 2011
<seo metakeywords="kpi service evaluation, kpis service evaluation, itil service evaluation kpi" metadescription="Service Evaluation: The most important ITIL KPIs - ITIL Key Performance Indicators." />
ITIL Process: ITIL V3 CSI - Continual Service Improvement - Service Evaluation
Source: Key Performance Indicators for ITIL Service Evaluation from the ITIL Process Map V3
| 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 |
| Number of Improvement Initiatives | Number of improvement initiatives, resulting from identified weaknesses during Service and Process Evaluation |
| Number of Completed Improvement Initiatives | Number of improvement initiatives which were completed during the reporting period |
→ back to: ITIL Key Performance Indicators
