ITIL KPIs Service Operation
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ITIL Process: Service Operation according to ITIL V3
Source: Key Performance Indicators for ITIL Service Operation from the ITIL Process Map V3
ITIL KPIs Incident Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Repeated Incidents | Number of repeated Incidents, with known resolution methods |
| Remotely Resolved Incidents | Number of incidents resolved remotely by the Service Desk
|
| 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
|
| Incident Resolution Time | Average time for resolving an incident
|
| First Time Resolution Rate | Percentage of incidents resolved at the Service Desk during the first call
|
| Resolution within SLA | Rate of incidents resolved during solution times agreed in SLA
|
| Incident Resolution Effort | Average work effort for resolving incidents
|
ITIL KPIs Problem Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Problems | Number of Problems registered by Problem Management
|
| Problem Resolution Time | Average time for resolving a problem
|
| Number of Incidents per Problem | Average number of incidents linked to the same problem before problem identification |
| Number of Incidents per Known Problem | Average number of 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
|
→ back to: ITIL Key Performance Indicators
