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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
→ back to: ITIL Key Performance Indicators
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
|
ITIL KPIs Capacity Management
| 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
|
ITIL KPIs Availability Management
| 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
|
ITIL KPIs IT Service Continuity Management
| 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
|
ITIL KPIs Information Security Management
| 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
|
ITIL KPIs Supplier Management
| 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)
|
[ Infobox ]
