ITIL KPIs Service Strategy

share this page

Key Performance Indicators (KPIs) for the Service Strategy processes from the ITIL Process Map.

ITIL KPIs Strategy Management for IT Services and Service Portfolio Management

Key Performance Indicator (KPI)	Definition
Number of Planned New Services	Percentage of new services which are developed following a strategic review
Number of Unplanned New Services	Percentage of new services which are developed without being triggered by strategic reviews
Number of Strategic Initiatives	Number of strategic initiatives launched from the Service Portfolio Management process
Number of new Customers	Number of newly won customers
Number of lost Customers	Number of customers which were lost to competing service providers

Key Performance Indicator (KPI)	Definition
Adherence to Budgeting Process	Percent of projects using the standard IT budgeting process
Cost-/ Benefit Estimation	Percent of project files containing cost-/ benefit estimates
Post Implementation Review	Percent of projects where costs and benefits are verified after implementation
Adherence to Approved Budget	Percent of IT expenses exceeding the approved budget
Adherence to Project Resources	Percent of expenses exceeding the planned budget for a project
Proposals for Cost Optimization	Number of proposals by Financial Management for the optimized use of financial resources

Key Performance Indicator (KPI)	Definition
Number of Customer Complaints	Number of received customer complaints
Number of accepted Customer Complaints	Number of received customer complaints which were accepted as justified
Number of Customer Satisfaction Surveys	Number of formal Customer Satisfaction Surveys carried out during the reporting period
Percentage of returned Questionnaires	Percentage of questionnaires returned, in relation to all questionnaires being sent out
Customer Satisfaction per Service	Average measured customer satisfaction for each Service (including standard deviation), determined by means of Customer Satisfaction Surveys.

Link to this page:	https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Strategy
Languages:	English \| Deutsch \| español
Author:	Andrea Kempter, IT Process Maps