ITIL KPIs Service Design
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ITIL Process: Service Design according to ITIL V3
ITIL KPIs Service Level Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Service Elements in SLAs | Number of service elements included in SLAs |
| Service Elements with OLAs/UCs | Number of Service Elements in SLAs which are secured by corresponding OLAs/UCs |
| Monitored SLAs | Number of monitored SLAs, where weak-spots and counter-measures are reported |
| SLAs under Review | Number of SLAs which are regularly reviewed |
| Fulfilment of Service Levels | Number of SLA elements where the agreed service levels are fulfilled |
| Number of Shortcomings | Number of shortcomings in the service provision, which are identified and addressed in an improvement plan |
ITIL KPIs Availability Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Service Availability | Availability of IT Services relative to the availability agreed in SLAs |
| Duration of Service Interruptions | Average duration of interruptions to IT-Services |
| Number of Service Interruptions | Number of interruptions to the IT Services |
| Availability Monitoring | Percentage of relevant infrastructure components, of which the availability is automatically monitored |
| Availability Measures | Number of implemented measures with the objective of increasing availability |
ITIL KPIs Capacity Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Incidents due to Lack of Capacity | Number of incidents occurring, which are attributable to insufficient IT Capacity |
| Exactness of Capacity Forecast | Deviation of the predicted capacity development from actual course |
| Capacity Adjustments | Number of adjustments of the IT Capacities to changing demand |
| Unplanned Capacity Adjustments | Number of unplanned increases to IT Capacity as result of capacity bottlenecks |
| Resolution Time of Capacity Shortage | Duration of resolution of recognized capacity-bottleneck |
| Capacity Reserves | Percent of capacity reserves at times of normal and maximum demand |
| Percentage of Capacity Monitoring | Percentage of relevant infrastructure components, of which the capacity is automatically monitored |
ITIL KPIs IT Service Continuity Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Processes under Risk-Management | Percentage of business-processes on client side, which are covered by IT Risk- Management |
| Gaps in Disaster Preparation | Number of identified gaps in the preparation for disaster events, where no preventive measures have yet been taken |
| Shortcomings in Disaster Preparation | Number of identified shortcomings in the preparation for disaster events, which, for example, are identified during practices |
| Implementation Duration | Duration from the identification of a risk up to implementation of a respective precautionary measure |
| Number of Disaster Practices | Number of disaster practices actually carried out |
