ITIL KPIs Service Strategy
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ITIL Process: Service Strategy according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Strategy from the ITIL Process Map
ITIL KPIs Strategy Management for IT Services and Service Portfolio Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Planned New Services | Percentage of new services which are developed following a strategic review |
| Number of Unplanned New Services | Percentage of new services which are developed without being triggered by strategic reviews |
| Number of Strategic Initiatives | Number of strategic initiatives launched from the Service Portfolio Management process |
| Number of new Customers | Number of newly won customers |
| Number of lost Customers | Number of customers which were lost to competing service providers |
ITIL KPIs Financial Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Adherence to Budgeting Process | Percent of projects using the standard IT budgeting process |
| Cost-/ Benefit Estimation | Percent of project files containing cost-/ benefit estimates |
| Post Implementation Review | Percent of projects where costs and benefits are verified after implementation |
| Adherence to Approved Budget | Percent of IT expenses exceeding the approved budget |
| Adherence to Project Resources | Percent of expenses exceeding the planned budget for a project |
| Proposals for Cost Optimization | Number of proposals by Financial Management for the optimized use of financial resources |
ITIL KPIs Business Relationship Management
| 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 |
| Customer Satisfaction per Service | Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys. |
→ back to: ITIL Key Performance Indicators
