ITIL KPIs Service Design
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ITIL Process: Service Design according to ITIL 2011
Source: Key Performance Indicators for ITIL Service Design from the ITIL Process Map
ITIL KPIs Service Level Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Services covered by SLAs | Number of services covered by SLAs |
| Services covered by OLAs/ UCs | Number of Services where SLAs are backed up by corresponding OLAs/ UCs |
| Monitored SLAs | Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported |
| SLAs under Review | Number of Services/ SLAs which are regularly reviewed |
| Fulfilment of Service Levels | Number of Services/ SLAs where the agreed service levels are fulfilled |
| Number of Service Issues | Number of issues in the service provision, which are identified and addressed in an improvement plan |
ITIL KPIs Capacity Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Incidents due to Capacity Shortages | Number of incidents occurring because of insufficient service or component capacity |
| Exactness of Capacity Forecast | Deviation of the predicted capacity development from actual course |
| Capacity Adjustments | Number of adjustments to service and component capacities due to changing demand |
| Unplanned Capacity Adjustments | Number of unplanned increases to service or component capacity as result of capacity bottlenecks |
| Resolution Time of Capacity Shortage | Resolution time for identified capacity bottlenecks |
| Capacity Reserves | Percentage of capacity reserves at times of normal and maximum demand |
| Percentage of Capacity Monitoring | Percentage of services and infrastructure components under capacity monitoring |
ITIL KPIs Availability Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Service Availability | Availability of IT Services relative to the availability agreed in SLAs and OLAs |
| Number of Service Interruptions | Number of service interruptions |
| Duration of Service Interruptions | Average duration of service interruptions |
| Availability Monitoring | Percentage of services and infrastructure components under availability monitoring |
| Availability Measures | Number of implemented measures with the objective of increasing availability |
ITIL KPIs IT Service Continuity Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Business Processes with Continuity Agreements | Percentage of business processes which are covered by explicit service continuity targets |
| Gaps in Disaster Preparation | Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures) |
| Implementation Duration | Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism |
| Number of Disaster Practices | Number of disaster practices actually carried out |
| Number of identified Shortcomings during Disaster Practices | Number of identified shortcomings in the preparation for disaster events which are identified during practices |
ITIL KPIs Information Security Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of implemented Preventive Measures | Number of preventive security measures which were implemented in response to identified security threats |
| Implementation Duration | Duration from the identification of a security threat to the implementation of a suitable counter measure |
| Number of major Security Incidents | Number of identified security incidents, classified by severity category |
| Number of Security-related Service Downtimes | Number of security incidents causing service interruption or reduced availability |
| Number of Security Tests | Number of security tests and trainings carried out |
| Number of identified Shortcomings during Security Tests | Number of identified shortcomings in security mechanisms which were identified during tests |
ITIL KPIs Supplier Management
| Key Performance Indicator (KPI) | Definition |
|---|---|
| Number of agreed UCs | Percentage of contracts underpinned by UCs |
| Number of Contract Reviews | Number of conducted contract and supplier reviews |
| Number of identified Contract Breaches | Number of contractual obligations which were not fulfilled by suppliers (identified during contract reviews) |
→ back to: ITIL Key Performance Indicators
