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)
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Definition
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Services covered by SLAs
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- Number of services covered by SLAs
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Services covered by OLAs/ UCs
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- Number of Services where SLAs are backed up by corresponding OLAs/ UCs
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Monitored SLAs
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- Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported
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SLAs under Review
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- Number of Services/ SLAs which are regularly reviewed
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Fulfilment of Service Levels
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- Number of Services/ SLAs where the agreed service levels are fulfilled
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Number of Service Issues
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- Number of issues in the service provision, which are identified and addressed in an improvement plan
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ITIL KPIs Capacity Management
Key Performance Indicator (KPI)
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Definition
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Incidents due to Capacity Shortages
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- Number of incidents occurring because of insufficient service or component capacity
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Exactness of Capacity Forecast
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- Deviation of the predicted capacity development from actual course
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Capacity Adjustments
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- Number of adjustments to service and component capacities due to changing demand
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Unplanned Capacity Adjustments
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- Number of unplanned increases to service or component capacity as result of capacity bottlenecks
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Resolution Time of Capacity Shortage
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- Resolution time for identified capacity bottlenecks
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Capacity Reserves
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- Percentage of capacity reserves at times of normal and maximum demand
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Percentage of Capacity Monitoring
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- Percentage of services and infrastructure components under capacity monitoring
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ITIL KPIs Availability Management
Key Performance Indicator (KPI)
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Definition
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Service Availability
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- Availability of IT Services relative to the availability agreed in SLAs and OLAs
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Number of Service Interruptions
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- Number of service interruptions
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Duration of Service Interruptions
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- Average duration of service interruptions
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Availability Monitoring
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- Percentage of services and infrastructure components under availability monitoring
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Availability Measures
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- Number of implemented measures with the objective of increasing availability
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ITIL KPIs IT Service Continuity Management
Key Performance Indicator (KPI)
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Definition
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Business Processes with Continuity Agreements
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- Percentage of business processes which are covered by explicit service continuity targets
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Gaps in Disaster Preparation
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- Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
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Implementation Duration
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- Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism
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Number of Disaster Practices
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- Number of disaster practices actually carried out
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Number of identified Shortcomings during Disaster Practices
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- Number of identified shortcomings in the preparation for disaster events which are identified during practices
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ITIL KPIs Information Security Management
Key Performance Indicator (KPI)
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Definition
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Number of implemented Preventive Measures
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- Number of preventive security measures which were implemented in response to identified security threats
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Implementation Duration
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- Duration from the identification of a security threat to the implementation of a suitable counter measure
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Number of major Security Incidents
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- Number of identified security incidents, classified by severity category
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Number of Security-related Service Downtimes
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- Number of security incidents causing service interruption or reduced availability
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Number of Security Tests
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- Number of security tests and trainings carried out
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Number of identified Shortcomings during Security Tests
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- Number of identified shortcomings in security mechanisms which were identified during tests
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ITIL KPIs Supplier Management
Key Performance Indicator (KPI)
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Definition
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Number of agreed UCs
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- Percentage of contracts underpinned by UCs
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Number of Contract Reviews
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- Number of conducted contract and supplier reviews
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Number of identified Contract Breaches
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- Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews)
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[ Infobox ]