ITIL KPIs Service Transition

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ITIL Process: Service Transition according to ITIL 2011

Source: Key Performance Indicators for ITIL Service Transition from the ITIL Process Map

ITIL KPIs Change Management

Key Performance Indicator (KPI)	Definition
Number of Major Changes	Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings	Number of CAB (Change Advisory Board) meetings
Time for Change Approval/ Rejection	Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
Change Acceptance Rate	Number of accepted vs. rejected RFCs
Number of Emergency Changes	Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)

Key Performance Indicator (KPI)	Definition
Number of Projects	Number of major release rollouts under the control of Project Management
Percentage of Projects with Project Charters	Percentage of projects which are started with a signed Project Charter in place
Number of Changes to Project Charter	Number of changes to the Project Charter after project start
Adherence to Project Budget	Actual vs. planned consumption of financial and personnel resources
Project Delays	Actual vs. planned project completion dates

Key Performance Indicator (KPI)	Definition
Number of Releases	Number of releases rolled out into the productive environment, grouped into Major and Minor Releases
Duration of Major Deployments	Average duration of major deployments from clearance until completion
Number of Release Backouts	Number of releases which had to be reversed
Proportion of automatic Release Distribution	Proportion of new releases distributed automatically

Key Performance Indicator (KPI)	Definition
Percentage of failed Release Component Acceptance Tests	Percentage of release components which fail to pass acceptance tests
Number of identified Errors	Number of identified errors during release testing per release
Time for Error Fixing	Time until re-submission of fixed release components
Incidents caused by New Releases	Number of Incidents attributable to new releases
Percentage of failed Service Acceptance Tests	Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off

Key Performance Indicator (KPI)	Definition
Verification Frequency	Frequency of physical verifications of CMS contents
Number of Incidents owing to inaccurate CMS Information	Number of Incidents reported where the underlying cause of the Incident is the result of inaccurate configuration management information
Effort for CMS Verifications	Average work effort for physical verifications of the CMS contents
CMS Coverage	Percentage of configuration components for which data is kept in the CMS
Number of unauthorized Changes detected automatically	Number of unauthorized changes identified as a result of audits performed using automatic configuration update software
Number of CMS Errors	Number of errors found in the CMS as a result of an audit

Link to this page:	https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Transition
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Author:	Andrea Kempter, IT Process Maps