ITIL KPIs Service Transition
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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
