ITIL KPIs Service Transition: Difference between revisions
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'''ITIL Process''': [[ITIL V3 Service Transition|Service Transition according to ITIL | '''ITIL Process''': [[ITIL V3 Service Transition|Service Transition according to ITIL 2011]] | ||
'''Source''': Key Performance Indicators for ITIL Service Transition from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map | '''Source''': Key Performance Indicators for ITIL Service Transition from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] | ||
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=== ITIL KPIs Change Management === | === ITIL KPIs Change Management === | ||
{| border="1" cellpadding="5" cellspacing="0" align="center" | {| border="1" cellpadding="5" cellspacing="0" align="center" | ||
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|Number of CAB (Change Advisory Board) meetings | |Number of CAB (Change Advisory Board) meetings | ||
|- | |- | ||
|Time for Change | |Time for Change Approval/ Rejection | ||
|Average time from registering an RFC with Change Management until | |Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected) | ||
|- | |- | ||
|Change Acceptance Rate | |Change Acceptance Rate | ||
|Number of accepted vs. rejected RFCs | |Number of accepted vs. rejected RFCs | ||
|- | |- | ||
|Number of | |Number of Emergency Changes | ||
|Number of | |Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board) | ||
|} | |} | ||
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=== ITIL KPIs Project Management (Transition Planning and Support) === | === ITIL KPIs Project Management (Transition Planning and Support) === | ||
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=== ITIL KPIs Release and Deployment Management === | === ITIL KPIs Release and Deployment Management === | ||
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|Number of releases which had to be reversed | |Number of releases which had to be reversed | ||
|- | |- | ||
|Proportion of | |Proportion of automatic Release Distribution | ||
|Proportion of new releases distributed automatically | |Proportion of new releases distributed automatically | ||
|} | |} | ||
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=== ITIL KPIs Service Validation and Testing === | === ITIL KPIs Service Validation and Testing === | ||
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! width="65%" style="background:#ffffcc;" | Definition | ! width="65%" style="background:#ffffcc;" | Definition | ||
|- | |- | ||
|Percentage of | |Percentage of failed Release Component Acceptance Tests | ||
|Percentage of release components which fail to pass acceptance tests | |Percentage of release components which fail to pass acceptance tests | ||
|- | |- | ||
|Number of | |Number of identified Errors | ||
|Number of identified errors during release testing | |Number of identified errors during release testing | ||
* per release | * per release | ||
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|Time until re-submission of fixed release components | |Time until re-submission of fixed release components | ||
|- | |- | ||
|Incidents | |Incidents caused by New Releases | ||
|Number of Incidents attributable to new releases | |Number of Incidents attributable to new releases | ||
|- | |- | ||
|Percentage of | |Percentage of failed Service Acceptance Tests | ||
|Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off | |Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off | ||
|} | |} | ||
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=== ITIL KPIs Service Asset and Configuration Management === | === ITIL KPIs Service Asset and Configuration Management === | ||
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|Frequency of physical verifications of CMS contents | |Frequency of physical verifications of CMS contents | ||
|- | |- | ||
| | |Number of Incidents owing to inaccurate CMS Information | ||
| | |Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information | ||
|- | |- | ||
|Effort for CMS Verifications | |Effort for CMS Verifications | ||
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|- | |- | ||
|CMS Coverage | |CMS Coverage | ||
|Percentage of configuration components for which data is kept in the CMS | |Percentage of configuration components for which data is kept in the CMS | ||
|- | |- | ||
| | |Number of unauthorized Changes detected automatically | ||
| | |Number of unauthorized changes identified as a result of audits performed using automatic configuration update software | ||
|- | |- | ||
|Number of CMS Errors | |Number of CMS Errors | ||
|Number of | |Number of errors found in the CMS as a result of an audit | ||
|} | |} | ||
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→ back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | → back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]''' | ||
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<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
[[Category:ITIL V3|KPIs Service Transition]] | [[Category:ITIL V3|KPIs Service Transition]] | ||
[[Category:ITIL 2011|KPIs Service Transition]] | |||
[[Category:KPI (ITIL)|Service Transition KPIs]] | [[Category:KPI (ITIL)|Service Transition KPIs]] | ||
[[Category:Service Transition|KPIs Service Transition]] | [[Category:Service Transition|KPIs Service Transition]] | ||
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Revision as of 11:32, 22 December 2011
<seo metakeywords="itil kpis service transition, kpis service transition, kpis service transition itil" metadescription="Service Transition: The most important ITIL KPIs - ITIL Key Performance Indicators ITIL Service Transition." />
ITIL Process: Service Transition according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Transition from the ITIL Process Map
ITIL KPIs Change Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Major Changes | Number of major changes assessed by the CAB (Change Advisory Board) |
| Number of CAB Meetings | Number of CAB (Change Advisory Board) meetings |
| Time for Change Approval/ Rejection | Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected) |
| Change Acceptance Rate | Number of accepted vs. rejected RFCs |
| Number of Emergency Changes | Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board) |
ITIL KPIs Project Management (Transition Planning and Support)
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Projects | Number of major release rollouts under the control of Project Management |
| Percentage of Projects with Project Charters | Percentage of projects which are started with a signed Project Charter in place |
| Number of Changes to Project Charter | Number of changes to the Project Charter after project start |
| Adherence to Project Budget | Actual vs. planned consumption of financial and personnel resources |
| Project Delays | Actual vs. planned project completion dates |
ITIL KPIs Release and Deployment Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Releases | Number of releases rolled out into the productive environment, grouped into Major and Minor Releases |
| Duration of Major Deployments | Average duration of major deployments from clearance until completion |
| Number of Release Backouts | Number of releases which had to be reversed |
| Proportion of automatic Release Distribution | Proportion of new releases distributed automatically |
ITIL KPIs Service Validation and Testing
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Percentage of failed Release Component Acceptance Tests | Percentage of release components which fail to pass acceptance tests |
| Number of identified Errors | Number of identified errors during release testing
|
| Time for Error Fixing | Time until re-submission of fixed release components |
| Incidents caused by New Releases | Number of Incidents attributable to new releases |
| Percentage of failed Service Acceptance Tests | Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off |
ITIL KPIs Service Asset and Configuration Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Verification Frequency | Frequency of physical verifications of CMS contents |
| Number of Incidents owing to inaccurate CMS Information | Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information |
| Effort for CMS Verifications | Average work effort for physical verifications of the CMS contents |
| CMS Coverage | Percentage of configuration components for which data is kept in the CMS |
| Number of unauthorized Changes detected automatically | Number of unauthorized changes identified as a result of audits performed using automatic configuration update software |
| Number of CMS Errors | Number of errors found in the CMS as a result of an audit |
→ back to: ITIL Key Performance Indicators
