The ITIL lifecycle stage that encompasses all other stages is called Continuous Service Improvement. There are many ways to improve the service’s performance throughout the service lifecycle. These improvements are made using what ITIL training material refers to as ITIL Key Performance Indicators, or ITIL KPI. ITIL Foundation certification training explains that ITIL KPI metrics should be defined and aligned to the business’ vision. Before we can improve on any aspect, we need a metric.
Metrics are a way to measure or evaluate something. Metrics allow for quantitative assessment of a process. Metrics for problem management and incident management can include, for example, the percentage of incidents that were resolved by first-level support. Metrics for the service desk function include the number of missed calls due to long waiting times. Metrics for the ITIL change management process can include the number of successful changes. These metrics can be used to identify the strengths and weaknesses of the IT service provider.
ITIL Key Performance Indicators
ITIL KPIs should only be used to define the most important metrics. The most important ITIL Key Performance indicators for service level management can be the total SLA violations and mean time it takes to resolve these SLA violations. ITIL KPI measures the number of SLA violations within a given time period. ITIL KPI also measures the average time taken to resolve SLA violations.
The IT service provider must also determine the most important ITIL KPIs for each process. ITIL KPIs are used to determine if the IT service provider is meeting its goals and objectives. It helps to determine gaps and analyze how far the IT service provider has fallen behind its goals and objectives.
How to define an ITIL KPI
Three fundamental points should be taken into consideration when defining the ITIL Key Performance indicators for processes
What does the ITIL KPI say about achievement of goals?
It is so easy to interpret!
What can the ITIL KPI do?
This figure illustrates how ITIL KPI is defined from top to bottom. The vision of the company is the first step. The vision of a company is a description of the company’s future goals. The vision is the basis for the company’s mission. The mission describes how the company will achieve its vision.
Next, short- and mid-term goals are set. A company’s goals are the targets it aims to achieve. These targets can be achieved by achieving the underlying goals under a goal. An IT service provider might have a goal to increase the availability of a service to 99%. This goal could be achieved by increasing the power of the servers that provide this service.
The critical success factors are what help us to define our objectives. For a project, plan or IT service to succeed, it is important to identify and implement critical success factors. A critical success factor is, for example, ensuring that there is no turnover of 10% at the IT service provider’s service desk. A critical success factor can also be ensuring that 90% of customers are satisfied. These critical success factors can be measured using defined ITIL KPIs and metrics.
The last step is where measurements are taken after the vision has been broken down to the ITIL KPIs and metrics. Based on the progressive measurements, each step of this figure identifies gaps and areas for improvement. Then, further actions are taken. All of these actions will contribute to the company’s vision.
What are the requirements for an ITIL KPI
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