ITIL Key Performance Indicators: Difference between revisions
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''ITIL key performance indicators ( | ''ITIL key performance indicators (KPIs)'' are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations. | ||
ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes|ITIL processes]]. | <span id="md-webpage-description" itemprop="description">ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of [[ITIL Processes|ITIL processes]].</span> | ||
<p> </p> | |||
__TOC__ | __TOC__ | ||
==Defining KPIs== | ==Defining ITIL KPIs== | ||
<p id="Defining_KPIs"></p> | |||
[[image:ITIL-KPIs.jpg|thumb|400px|right|alt=ITIL KPIs|link=https://wiki.en.it-processmaps.com/index.php/File:ITIL-KPIs.jpg|ITIL Key Performance Indicators]] | |||
Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions. | Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions. | ||
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The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes. | The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes. | ||
Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes | Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes. | ||
<p> </p> | The suggested ITIL key performance indicators (KPIs) have been enhanced with elements from COBIT [[#COBIT|['''1''']]]. More suggestions for suitable KPIs can be found in the official ITIL publications. | ||
<p style="clear:both;"> </p> | |||
==[[ITIL KPIs Service Strategy| | ==[[ITIL KPIs Service Strategy|KPIs Service Strategy]]== | ||
<p id="#ITIL_KPIs_Service_Strategy"></p> | |||
*[[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management|KPIs Service Portfolio Management and Strategy Management for IT Services]] | *[[ITIL KPIs Service Strategy#ITIL KPIs Service Portfolio Management|KPIs Service Portfolio Management and Strategy Management for IT Services]] | ||
*[[ITIL KPIs Service Strategy#ITIL KPIs Financial Management|KPIs Financial Management]] | *[[ITIL KPIs Service Strategy#ITIL KPIs Financial Management|KPIs Financial Management]] | ||
*[[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management|KPIs Business Relationship Management]] | *[[ITIL KPIs Service Strategy#ITIL KPIs Business Relationship Management|KPIs Business Relationship Management]] | ||
<p> </p> | <p> </p> | ||
==[[ITIL KPIs Service Design| | ==[[ITIL KPIs Service Design|KPIs Service Design]]== | ||
<p id="#ITIL_KPIs_Service_Design"></p> | |||
*[[ITIL KPIs Service Design#ITIL KPIs Service Level Management|KPIs Service Level Management]] | *[[ITIL KPIs Service Design#ITIL KPIs Service Level Management|KPIs Service Level Management]] | ||
*[[ITIL KPIs Service Design#ITIL KPIs Availability Management|KPIs Availability Management]] | *[[ITIL KPIs Service Design#ITIL KPIs Availability Management|KPIs Availability Management]] | ||
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*[[ITIL KPIs Service Design#ITIL KPIs Information Security Management|KPIs Information Security Management]] | *[[ITIL KPIs Service Design#ITIL KPIs Information Security Management|KPIs Information Security Management]] | ||
*[[ITIL KPIs Service Design#ITIL KPIs Supplier Management|KPIs Supplier Management]] | *[[ITIL KPIs Service Design#ITIL KPIs Supplier Management|KPIs Supplier Management]] | ||
<p> </p> | <p> </p> | ||
==[[ITIL KPIs Service Transition| | ==[[ITIL KPIs Service Transition|KPIs Service Transition]]== | ||
<p id="#ITIL_KPIs_Service_Transition"></p> | |||
*[[ITIL KPIs Service Transition#ITIL KPIs Change Management|KPIs Change Management]] | *[[ITIL KPIs Service Transition#ITIL KPIs Change Management|KPIs Change Management]] | ||
*[[ITIL KPIs Service Transition#ITIL KPIs Project Management (Transition Planning and Support)|KPIs Project Management (Transition Planning and Support)]] | *[[ITIL KPIs Service Transition#ITIL KPIs Project Management (Transition Planning and Support)|KPIs Project Management (Transition Planning and Support)]] | ||
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*[[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing|KPIs Service Validation and Testing]] | *[[ITIL KPIs Service Transition#ITIL KPIs Service Validation and Testing|KPIs Service Validation and Testing]] | ||
*[[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management|KPIs Service Asset and Configuration Management]] | *[[ITIL KPIs Service Transition#ITIL KPIs Service Asset and Configuration Management|KPIs Service Asset and Configuration Management]] | ||
<p> </p> | <p> </p> | ||
==[[ITIL KPIs Service Operation| | ==[[ITIL KPIs Service Operation|KPIs Service Operation]]== | ||
<p id="#ITIL_KPIs_Service_Operation"></p> | |||
*[[ITIL KPIs Service Operation#ITIL KPIs Incident Management|KPIs Incident Management]] | *[[ITIL KPIs Service Operation#ITIL KPIs Incident Management|KPIs Incident Management]] | ||
*[[ITIL KPIs Service Operation#ITIL KPIs Problem Management|KPIs Problem Management]] | *[[ITIL KPIs Service Operation#ITIL KPIs Problem Management|KPIs Problem Management]] | ||
<p> </p> | <p> </p> | ||
==[[ITIL KPIs Continual Service Improvement| | ==[[ITIL KPIs Continual Service Improvement|KPIs CSI]]== | ||
<p id="#ITIL_KPIs_Continual_Service_Improvement"></p> | |||
*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review|KPIs Service Review]] | *[[ITIL KPIs Continual Service Improvement#ITIL KPIs Service Review|KPIs Service Review]] | ||
*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation|KPIs Process Evaluation]] | *[[ITIL KPIs Continual Service Improvement#ITIL KPIs Process Evaluation|KPIs Process Evaluation]] | ||
*[[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives|KPIs Definition of Improvement Initiatives]] | *[[ITIL KPIs Continual Service Improvement#ITIL KPIs Definition of Improvement Initiatives|KPIs Definition of Improvement Initiatives]] | ||
<p> </p> | |||
==More about ITIL Metrics== | |||
* [[ITIL_Implementation_-_Process_Control#Define_ITIL_Metrics_and_Measurement_Procedures|Defining ITIL metrics and measurement procedures]] | |||
* [[ITIL_Implementation_-_Process_Control#Set_KPI_targets|Setting KPI targets]]. | |||
<p> </p> | <p> </p> | ||
== | ==Notes== | ||
< | [1] <span id="COBIT">COBIT</span>® is a trademark of ISACA (Information Systems Audit and Control Association). | ||
The suggested ITIL key performance indicators are aligned with ITIL V3. | |||
<html> | <html>Based on: ITIL key performance indicators (KPIs) from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p> | ||
<p>By:  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter | Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | |||
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Revision as of 14:32, 17 June 2019
ITIL key performance indicators (KPIs) are a measure of performance that enables organizations to obtain information about many relevant factors such as the effectiveness and efficiency of their processes. The main function of KPIs is to help companies discover better ways to manage and optimize their internal operations.
ITIL key performance indicators (ITIL KPIs) contribute to better decision-making in the organization, thus promoting the continual improvement of ITIL processes.
Defining ITIL KPIs
Defining adequate KPIs starts with deciding what exactly is considered "successful process execution". Once this is established, specific indicators can be defined and measured. Process Owners and Controllers use the performance indicators to evaluate the quality of their processes at regular intervals, which is the basis for the ongoing optimization and fine-tuning of the process definitions.
The selection of suitable ITIL KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.
The exact definitions of the KPIs used will be specific to the organization's specific environment. There are, however, a number of typical KPIs used to assess ITIL processes.
Those common indicators are presented on the following pages as a complete collection of KPIs for all ITIL processes.
The suggested ITIL key performance indicators (KPIs) have been enhanced with elements from COBIT [1]. More suggestions for suitable KPIs can be found in the official ITIL publications.
KPIs Service Strategy
- KPIs Service Portfolio Management and Strategy Management for IT Services
- KPIs Financial Management
- KPIs Business Relationship Management
KPIs Service Design
- KPIs Service Level Management
- KPIs Availability Management
- KPIs Capacity Management
- KPIs IT Service Continuity Management
- KPIs Information Security Management
- KPIs Supplier Management
KPIs Service Transition
- KPIs Change Management
- KPIs Project Management (Transition Planning and Support)
- KPIs Release and Deployment Management
- KPIs Service Validation and Testing
- KPIs Service Asset and Configuration Management
KPIs Service Operation
KPIs CSI
More about ITIL Metrics
Notes
[1] COBIT® is a trademark of ISACA (Information Systems Audit and Control Association).
The suggested ITIL key performance indicators are aligned with ITIL V3.
Based on: ITIL key performance indicators (KPIs) from the ITIL Process Map
By: Andrea Kempter 
, IT Process Maps.
Defining ITIL KPIs › KPIs Service Strategy › KPIs Service Design › KPIs Service Transition › KPIs Service Operation › KPIs CSI
