ITIL KPIs Continual Service Improvement
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ITIL Process: CSI - Continual Service Improvement according to ITIL 2011
Source: Key Performance Indicators for ITIL CSI from the ITIL Process Map V3
ITIL KPIs Service Review
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Service Reviews | Number of formal Service Reviews carried out during the reporting period |
| Number of identified Weaknesses | Number of weaknesses which were identified during Service Review, to be addressed by improvement initiatives |
ITIL KPIs Process Evaluation
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of Process Benchmarkings, Maturity Assessments, and Audits | Number of formal Process Benchmarkings, Maturity Assessments, and Audits carried out during the reporting period |
| Number of Process Evaluations | Number of formal Service Evaluations carried out |
| Number of identified Weaknesses | Number of weaknesses which were identified during Service Evaluation, to be addressed by improvement initiatives |
| Number of CSI Initiatives | Number of CSI initiatives, resulting from identified weaknesses during Service Reviews and Process Evaluations |
| Number of completed CSI Initiatives | Number of CSI initiatives which were completed during the reporting period |
ITIL KPIs Definition of CSI Initiatives
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of CSI Initiatives | Number of CSI initiatives, resulting from identified weaknesses during Service and Process Evaluation |
| Number of completed CSI Initiatives | Number of CSI initiatives which were completed during the reporting period |
→ back to: ITIL Key Performance Indicators
