ITIL KPIs Service Design

DE - ES - ITIL KPI's Service Design

ITIL Process: Service Design according to ITIL 2011

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

ITIL KPIs Service Level Management

Key Performance Indicator (KPI)	Definition
Services covered by SLAs	Number of services covered by SLAs
Services covered by OLAs/ UCs	Number of Services where SLAs are backed up by corresponding OLAs/ UCs
Monitored SLAs	Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
SLAs under Review	Number of Services/ SLAs which are regularly reviewed
Fulfilment of Service Levels	Number of Services/ SLAs where the agreed service levels are fulfilled
Number of Service Issues	Number of issues in the service provision, which are identified and addressed in an improvement plan

Key Performance Indicator (KPI)	Definition
Incidents due to Capacity Shortages	Number of incidents occurring because of insufficient service or component capacity
Exactness of Capacity Forecast	Deviation of the predicted capacity development from actual course
Capacity Adjustments	Number of adjustments to service and component capacities due to changing demand
Unplanned Capacity Adjustments	Number of unplanned increases to service or component capacity as result of capacity bottlenecks
Resolution Time of Capacity Shortage	Resolution time for identified capacity bottlenecks
Capacity Reserves	Percentage of capacity reserves at times of normal and maximum demand
Percentage of Capacity Monitoring	Percentage of services and infrastructure components under capacity monitoring

Key Performance Indicator (KPI)	Definition
Service Availability	Availability of IT Services relative to the availability agreed in SLAs and OLAs
Number of Service Interruptions	Number of service interruptions
Duration of Service Interruptions	Average duration of service interruptions
Availability Monitoring	Percentage of services and infrastructure components under availability monitoring
Availability Measures	Number of implemented measures with the objective of increasing availability

Key Performance Indicator (KPI)	Definition
Business Processes with Continuity Agreements	Percentage of business processes which are covered by explicit service continuity targets
Gaps in Disaster Preparation	Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
Implementation Duration	Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
Number of Disaster Practices	Number of disaster practices actually carried out
Number of identified Shortcomings during Disaster Practices	Number of identified shortcomings in the preparation for disaster events which are identified during practices

Key Performance Indicator (KPI)	Definition
Number of implemented Preventive Measures	Number of preventive security measures which were implemented in response to identified security threats
Implementation Duration	Duration from the identification of a security threat to the implementation of a suitable counter measure
Number of major Security Incidents	Number of identified security incidents, classified by severity category
Number of Security-related Service Downtimes	Number of security incidents causing service interruption or reduced availability
Number of Security Tests	Number of security tests and trainings carried out
Number of identified Shortcomings during Security Tests	Number of identified shortcomings in security mechanisms which were identified during tests

Key Performance Indicator (KPI)	Definition
Number of agreed UCs	Percentage of contracts underpinned by UCs
Number of Contract Reviews	Number of conducted contract and supplier reviews
Number of identified Contract Breaches	Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)