ITILKPIsServiceDesign

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ITILProcess:ServiceDesignaccordingtoITIL2011
Source:KeyPerformanceIndicatorsforITILServiceDesignfromtheITILProcessMap(http://en.it
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Contents
1ITILKPIsServiceLevelManagement
2ITILKPIsCapacityManagement
3ITILKPIsAvailabilityManagement
4ITILKPIsITServiceContinuityManagement
5ITILKPIsInformationSecurityManagement
6ITILKPIsSupplierManagement
7[Infobox]

ITILKPIsServiceLevelManagement

KeyPerformanceIndicator
(KPI)

Definition

ServicescoveredbySLAs

NumberofservicescoveredbySLAs

ServicescoveredbyOLAs/UCs

NumberofServiceswhereSLAsarebackedupby
correspondingOLAs/UCs

MonitoredSLAs

NumberofmonitoredServices/SLAs,whereweakspots
andcountermeasuresarereported

SLAsunderReview

NumberofServices/SLAswhichareregularlyreviewed

FulfilmentofServiceLevels

NumberofServices/SLAswheretheagreedservicelevels
arefulfilled

NumberofServiceIssues

Numberofissuesintheserviceprovision,whichare
identifiedandaddressedinanimprovementplan

ITILKPIsCapacityManagement

KeyPerformanceIndicator
(KPI)

Definition

IncidentsduetoCapacity
Shortages

Numberofincidentsoccurringbecauseofinsufficient
serviceorcomponentcapacity

ExactnessofCapacityForecast

Deviationofthepredictedcapacitydevelopmentfromactual
course

CapacityAdjustments

Numberofadjustmentstoserviceandcomponentcapacities
duetochangingdemand

UnplannedCapacityAdjustments

Numberofunplannedincreasestoserviceorcomponent
capacityasresultofcapacitybottlenecks

ResolutionTimeofCapacity
Shortage

Resolutiontimeforidentifiedcapacitybottlenecks

CapacityReserves

Percentageofcapacityreservesattimesofnormaland
maximumdemand

PercentageofCapacityMonitoring

Percentageofservicesandinfrastructurecomponentsunder
capacitymonitoring

ITILKPIsAvailabilityManagement

KeyPerformanceIndicator
(KPI)

Definition

ServiceAvailability

AvailabilityofITServicesrelativetotheavailabilityagreed
inSLAsandOLAs

NumberofServiceInterruptions

Numberofserviceinterruptions

DurationofServiceInterruptions

Averagedurationofserviceinterruptions

AvailabilityMonitoring

Percentageofservicesandinfrastructurecomponentsunder
availabilitymonitoring

AvailabilityMeasures

Numberofimplementedmeasureswiththeobjectiveof
increasingavailability

ITILKPIsITServiceContinuityManagement
Definition

BusinessProcesseswithContinuity
Agreements

Percentageofbusinessprocesseswhicharecoveredby
explicitservicecontinuitytargets

GapsinDisasterPreparation

Numberofidentifiedgapsinthepreparationfordisaster
events(majorthreatswithoutanydefinedcountermeasures)

ImplementationDuration

Durationfromtheidentificationofofadisasterrelatedrisk
totheimplementationofasuitablecontinuitymechanism

NumberofDisasterPractices

Numberofdisasterpracticesactuallycarriedout

NumberofidentifiedShortcomings
duringDisasterPractices

Numberofidentifiedshortcomingsinthepreparationfor
disastereventswhichareidentifiedduringpractices

KeyPerformanceIndicator
(KPI)

ITILKPIsInformationSecurityManagement
KeyPerformanceIndicator
(KPI)

Definition

Numberofimplemented
PreventiveMeasures

Numberofpreventivesecuritymeasureswhichwere
implementedinresponsetoidentifiedsecuritythreats

ImplementationDuration

Durationfromtheidentificationofasecuritythreattothe
implementationofasuitablecountermeasure

NumberofmajorSecurity
Incidents

Numberofidentifiedsecurityincidents,classifiedby
severitycategory

NumberofSecurityrelatedService
Downtimes

Numberofsecurityincidentscausingserviceinterruptionor
reducedavailability

NumberofSecurityTests

Numberofsecuritytestsandtrainingscarriedout

NumberofidentifiedShortcomings
duringSecurityTests

Numberofidentifiedshortcomingsinsecuritymechanisms
whichwereidentifiedduringtests

ITILKPIsSupplierManagement
KeyPerformanceIndicator
(KPI)

Definition
PercentageofcontractsunderpinnedbyUCs

NumberofContractReviews

Numberofconductedcontractandsupplierreviews

NumberofidentifiedContract
Breaches

Numberofcontractualobligationswhichwerenotfulfilled
bysuppliers(identifiedduringcontractreviews)

NumberofagreedUCs

[Infobox]
Linktothis
http://wiki.en.itprocessmaps.com/index.php/ITIL_KPIs_Service_Design
page:
English|Deutsch(http://wiki.de.itprocessmaps.com/index.php/ITIL
Languages: Kennzahlen_Service_Design)|espaol(http://wiki.es.it
processmaps.com/index.php/KPIs_ITIL__Dise%C3%B1o_del_Servicio)
Author:

AndreaKempter,ITProcessMaps

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Categories: ITILV3 ITIL2011 KPI(ITIL) ServiceDesign