ITIL KPIs Service Operation

DE - ES - ITIL KPI's Service Operation

ITIL Process: Service Operation according to ITIL 2011

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

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

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