ITIL KPIs Service Transition
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ITIL Process: Service Transition according to ITIL V3
ITIL KPIs Change Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Number of Major Changes | Number of major changes, which necessitate approval by the CAB (Change Advisory Board) |
| Number of CAB Meetings | Number of CAB (Change Advisory Board) meetings |
| Time for Change Clearance | Average time from registering an RFC with Change Management until Change clearance |
| Change Acceptance Rate | Number of accepted vs. rejected RFCs |
ITIL KPIs Release and Deployment Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Number of Major Releases | Number of major Releases rolled out into the productive environment |
| Duration of Rollouts | Average duration of Rollouts from clearance until completion |
| Number of Release Backouts | Number of Releases in need to be reversed |
| Incidents Caused by New Releases | Number of incidents attributable to New Releases |
| Release Rollout Punctuality | Proportion of Releases finalised within the agreed schedule |
| Work Effort for Releases | Work effort for the Rollout of new Releases |
| Proportion of Automatic Release Distribution | Proportion of new Releases distributed automatically |
ITIL KPIs Service Asset and Configuration Management
| Key performance Indicator (KPI) | Definition |
|---|---|
| Verification Frequency | Frequency of physical verifications of CMDB contents |
| Verification Duration | Average duration for physical verifications of the CMDB contents |
| Effort for CMDB Verifications | Average work effort for physical verifications of the CMDB contents |
| CMDB Coverage | Percentage of configuration components for which data is kept in the CMDB |
| Automatic CMDB Update | Percentage of configuration components for which data in the CMDB is updated automatically |
| Number of CMDB Errors | Number of occasions when CMDB contents are found to be incorrect
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