ITIL KPIs Service Operation: Difference between revisions

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'''ITIL Process''': [[ITIL V3 Service Operation|Service Operation according to ITIL 2011]]  
'''ITIL Process''': [[ITIL Service Operation|Service Operation according to ITIL 2011]]  


'''Source''': Key Performance Indicators for ITIL Service Operation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]
'''Source''': Key Performance Indicators for ITIL Service Operation from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]


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&#8594; back to: '''[[ITIL Key Performance Indicators|ITIL Key Performance Indicators]]'''
 
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=== ITIL KPIs Incident Management ===
==ITIL KPIs Incident Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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| Number of repeated Incidents
| Number of repeated Incidents
| Number of repeated Incidents, with known resolution methods
|  
* Number of repeated Incidents, with known resolution methods
|-
|-
|Incidents resolved Remotely
|Incidents resolved Remotely
| 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)
|-
|-
| Number of Escalations
| Number of Escalations
|Number of escalations for Incidents not resolved in the agreed resolution time
|
* Number of escalations for Incidents not resolved in the agreed resolution time
|-
|-
| Number of Incidents
| Number of Incidents
|Number of incidents registered by the Service Desk
|
* Number of incidents registered by the Service Desk
* grouped into categories
* grouped into categories
|-
|-
|Average Initial Response Time
|Average Initial Response Time
|Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
|
* Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
|-
|-
|Incident Resolution Time
|Incident Resolution Time
|Average time for resolving an incident
|
* Average time for resolving an incident
* grouped into categories
* grouped into categories
|-
|-
|First Time Resolution Rate
|First Time Resolution Rate
|Percentage of Incidents resolved at the Service Desk during the first call
|
* Percentage of Incidents resolved at the Service Desk during the first call
* grouped into categories
* grouped into categories
|-
|-
|Resolution within SLA
|Resolution within SLA
|Rate of incidents resolved during solution times agreed in SLA
|
* Rate of incidents resolved during solution times agreed in SLA
* grouped into categories
* grouped into categories
|-
|-
|Incident Resolution Effort
|Incident Resolution Effort
|Average work effort for resolving Incidents
|
* Average work effort for resolving Incidents
* grouped into categories
* grouped into categories
|}
|}
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=== ITIL KPIs Problem Management ===
==ITIL KPIs Problem Management==


{| border="1" cellpadding="5" cellspacing="0" align="center"
{| border="1" cellpadding="5" cellspacing="0"
|-
|-
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
! width="35%" style="background:#ffcc66;" | Key Performance Indicator (KPI)
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|-
|-
|Number of Problems
|Number of Problems
|Number of Problems registered by Problem Management
|
* Number of Problems registered by Problem Management
* grouped into categories
* grouped into categories
|-
|-
|Problem Resolution Time
|Problem Resolution Time
|Average time for resolving Problems
|
* Average time for resolving Problems
* grouped into categories
* grouped into categories
|-
|-
|Number of unresolved Problem
|Number of unresolved Problem
|Number of Problems where the underlying root cause is not known at a particular time
|
* Number of Problems where the underlying root cause is not known at a particular time
|-
|-
|Number of Incidents per Known Problem
|Number of Incidents per Known Problem
|Number of reported Incidents linked to the same Problem after problem identification
|
* Number of reported Incidents linked to the same Problem after problem identification
|-
|-
|Time until Problem Identification
|Time until Problem Identification
|Average time between first occurance of an Incident and identification of the underlying root cause
|
* Average time between first occurance of an Incident and identification of the underlying root cause
|-
|-
|Problem Resolution Effort
|Problem Resolution Effort
|Average work effort for resolving Problems
|
* Average work effort for resolving Problems
* grouped into categories
* grouped into categories
|}
|}
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Revision as of 17:13, 3 August 2013

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DE - ES - ITIL KPI's Service Operationdiese Seite auf Deutschesta página en español
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ITIL Process: Service Operation according to ITIL 2011

Source: Key Performance Indicators for ITIL Service Operation from the ITIL Process Map

→ back to: ITIL Key Performance Indicators

 

ITIL KPIs Incident Management

Key Performance Indicator (KPI) Definition
Number of repeated Incidents
  • Number of repeated Incidents, with known resolution methods
Incidents resolved Remotely
  • 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
  • grouped into categories
Average Initial Response Time
  • Average time taken between the time a user reports an Incident and the time that the Service Desk responds to that Incident
Incident Resolution Time
  • Average time for resolving an incident
  • grouped into categories
First Time Resolution Rate
  • Percentage of Incidents resolved at the Service Desk during the first call
  • grouped into categories
Resolution within SLA
  • Rate of incidents resolved during solution times agreed in SLA
  • grouped into categories
Incident Resolution Effort
  • Average work effort for resolving Incidents
  • grouped into categories

 

 

ITIL KPIs Problem Management

Key Performance Indicator (KPI) Definition
Number of Problems
  • Number of Problems registered by Problem Management
  • grouped into categories
Problem Resolution Time
  • Average time for resolving Problems
  • grouped into categories
Number of unresolved Problem
  • Number of Problems where the underlying root cause is not known at a particular time
Number of Incidents per Known Problem
  • Number of reported 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
  • grouped into categories

 

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