ITIL Key Performance Indicators
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An extensive collection of Key Performance Indicators (KPIs) supports the introduction of a comprehensive framework for Process Controlling. This includes regular quality assessments of the IT Service Management processes.
The suggested Key Performance Indicators (KPIs) correspond to the ITIL recommendations and have in parts been amended by COBIT elements.
Using those indicators the Process Owners are in a position to evaluate the quality of their processes, which in turn is the basis for the ongoing optimisation and fine-tuning of the process design.
The selection of suitable KPIs will, among other things, depend on the possibilities to actually measure the indicators. The KPIs and the corresponding measurement procedures are therefore an important input for system requirements.
KPIs Service Strategy according to ITIL V3
KPIs Service Design according to ITIL V3
- KPIs Service Level Management
- KPIs Availability Management
- KPIs Capacity Management
- KPIs IT Service Continuity Management
KPIs Service Transition according to ITIL V3
- KPIs Change Management
- KPIs Release and Deployment Management
- KPIs Service Asset and Configuration Management
