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KPIs: (
IT Finance ,
Service Portfolio Management ,
Service
Level Management ,
Capacity
Management ,
Availability Management ,
Continuity
Management
,
Security
Management ,
Supplier
Management ,
Change
Management ,
Project
Management ,
Release
Management , Testing
,
Configuration Management ,
Incident
Management ,
Problem
Management ,
Service
Evaluation ,
Process
Evaluation ,
Improvements Initiatives )
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IT Finance
(return to
top) |
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Key performance Indicator (KPI) |
Definition |
|
Adherence to
Budgeting Process |
Percent of
projects using the standard IT budgeting
process |
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Cost-/
Benefit Estimation |
Percent of
project files containing cost-/ benefit
estimates |
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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 |
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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 |
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Service Portfolio Management
(return to
top) |
|
Key performance Indicator (KPI) |
Definition |
|
Number of
Planned New Services |
Percentage of
new services which are developed, being
triggered by Service Portfolio Management |
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Number of
Unplanned New Services |
Percentage of
new services which are developed without
being triggered by Service Portfolio
Management |
|
Number of
Strategic Initiatives |
Number of
strategic initiatives launched from the
Service Portfolio Management process |
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Number of New
Customers |
Number of
newly won customers |
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Number of
Lost Customers |
Number of
customers which were lost to competing
service providers |
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Service Level Management
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top) |
|
Key performance Indicator (KPI) |
Definition |
|
Services
covered by SLAs |
Number of
services covered by SLAs |
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Services
covered by OLAs/ UCs |
Number of
Services where SLAs are backed up by
corresponding OLAs/ UCs |
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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 |
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Fulfilment of
Service Levels |
Number of
Services/ SLAs where the agreed service
levels are fulfilled |
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Number of
Service Issues |
Number of
issues in the service provision, which are
identified and addressed in an improvement
plan |
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Capacity Management
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top) |
|
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 |
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Capacity
Adjustments |
Number of
adjustments to service and component
capacities due to changing demand |
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Unplanned
Capacity Adjustments |
Number of
unplanned increases to service or component
capacity as result of capacity bottlenecks |
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Resolution
Time of Capacity Shortage |
Resolution
time for identified capacity bottlenecks |
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Capacity
Reserves |
Percentage of
capacity reserves at times of normal and
maximum demand |
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Percentage of
Capacity Monitoring |
Percentage of
services and infrastructure components under
capacity monitoring |
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Availability Management
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top) |
|
Key performance Indicator (KPI) |
Definition |
|
Service
Availability |
Availability
of IT Services relative to the availability
agreed in SLAs and OLAs |
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Number of
Service Interruptions |
Number of
service interruptions |
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Duration of
Service Interruptions |
Average
duration of service interruptions |
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Availability
Monitoring |
Percentage of
services and infrastructure components under
availability monitoring |
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Availability
Measures |
Number of
implemented measures with the objective of
increasing availability |
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Continuity Management
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top) |
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Key performance Indicator (KPI) |
Definition |
|
Business
Processes with Continuity Agreements |
Percentage of
business processes which are covered by
explicit service continuity targets |
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Gaps in
Disaster Preparation |
Number of
identified gaps in the preparation for
disaster events (major threats without any
defined counter measures) |
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Implementation Duration |
Duration from
the identification of of a disaster-related
risk to the implementation of a suitable
continuity mechanism |
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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 |
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Security Management
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Implemented Preventive Measures |
Number of
preventive security measures which were
implemented in response to identified
security threats |
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Implementation Duration |
Duration from
the identification of a security threat to
the implementation of a suitable counter
measure |
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Number of
Major Security Incidents |
Number of
identified security incidents, classified by
severity category |
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Number of
Security-Related Service Downtimes |
Number of
security incidents causing service
interruption or reduced availability |
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Number of
Security Tests |
Number of
security tests and trainings carried out |
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Number of
Identified Shortcomings during Security
Tests |
Number of
identified shortcomings in security
mechanisms which were identified during
tests |
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Supplier Management
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top) |
|
Key performance Indicator (KPI) |
Definition |
|
Number of
Agreed UCs |
Percentage of
contracts underpinned by UCs |
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Number of
Contract Reviews |
Number of
conducted contract and supplier reviews |
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Number of
Identified Contract Breaches |
Number of
contractual obligations which were not
fulfilled by suppliers (identified during
contract reviews |
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Change Management
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Major Changes |
Number of
major changes assessed by the CAB (Change
Advisory Board) |
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Number of CAB
Meetings |
Number of CAB
(Change Advisory Board) meetings |
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Time for
Change Clearance |
Average time
from registering an RFC with Change
Management until Change clearance |
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Change
Acceptance Rate |
Number of
accepted vs. rejected RFCs |
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Number of
Urgent Changes |
Number of
urgent changes assessed by the ECAB
(Emergency Change Advisory Board) |
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Project Management
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top) |
|
Key performance Indicator (KPI) |
Definition |
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Number of
Projects |
Number of
major release rollouts under the control of
Project Management |
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Percentage of
Projects with Project Charters |
Percentage of
projects which are started with a signed
Project Charter in place |
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Number of
Changes to Project Charter |
Number of
changes to the Project Charter after project
start |
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Adherence to
Project Budget |
Actual vs.
planned consumption of financial and
personnel resources |
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Project
Delays |
Actual vs.
planned project completion dates |
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Release Management
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top) |
|
Key performance Indicator (KPI) |
Definition |
|
Number of
Releases |
Number of
releases rolled out into the productive
environment, grouped into Major and Minor
Releases |
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Duration of
Major Deployments |
Average
duration of major deployments from clearance
until completion |
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Number of
Release Backouts |
Number of
releases which had to be reversed |
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Proportion of
Automatic Release Distribution |
Proportion of
new releases distributed automatically |
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Testing
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top) |
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Key performance Indicator (KPI) |
Definition |
|
Percentage of
Failed Release Component Acceptance Tests |
Percentage of
release components which fail to pass
acceptance tests |
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Number if
Identified Errors |
Number of
identified errors during release testing per
release |
|
Time for
Error Fixing |
Time until
re-submission of fixed release components |
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Incidents
Caused by New Releases |
Number of
Incidents attributable to new releases |
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Percentage of
Failed Service Acceptance Tests |
Percentage of
Service Acceptance Tests which fail to
obtain the customer’s sign-off |
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Configuration Management
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top) |
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Key performance Indicator (KPI) |
Definition |
|
Verification
Frequency |
Frequency of
physical verifications of CMS contents |
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Verification
Duration |
Average
duration for physical verifications of the
CMS contents |
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Effort for
CMS Verifications |
Average work
effort for physical verifications of the CMS
contents |
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CMS Coverage |
Percentage of
configuration components for which data is
kept in the CMS |
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Automatic CMS
Update |
Percentage of
configuration components for which data in
the CMS is updated automatically |
|
Number of CMS
Errors |
Number of
occasions when CMS contents are found to be
incorrect |
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Incident Management
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Repeated Incidents |
Number of
repeated Incidents, with known resolution
methods |
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Remotely
Resolved Incidents |
Number of
incidents resolved remotely by the Service
Desk (i.e.without carrying out work at
user's location) |
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Number of
Escalations |
Number of
escalations for incidents not resolved in
the agreed resolution time |
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Number of
Incidents |
Number of
incidents registered by the Service Desk per
category |
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Incident
Resolution Time |
Average time
for resolving an incident per category |
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First Time
Resolution Rate |
Percentage of
incidents resolved at the Service Desk
during the first call per category |
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Resolution
within SLA |
Rate of
incidents resolved during solution times
agreed in SLA per category |
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Incident
Resolution Effort |
Average work
effort for resolving incidents per category |
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Problem Management
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Problems |
Number of
Problems registered by Problem Management
per category |
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Problem
Resolution Time |
Average time
for resolving a problem per category |
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Number of
Incidents per Problem |
Average
number of incidents linked to the same
problem before problem identification |
|
Number of
Incidents per Known Problem |
Average
number of incidents linked to the same
problem after problem identification |
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Time until
Problem Identification |
Average time
between first occurance of an incident and
identification of the underlying root cause |
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Problem
Resolution Effort |
Average work
effort for resolving problems per category |
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Service Evaluation
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Customer Complaints |
Number of
received customer complaints |
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Number of
Accepted Customer Complaints |
Number of
received customer complaints which were
accepted as justified |
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Number of
Customer Satisfaction Surveys |
Number of
formal Customer Satisfaction Surveys carried
out during the reporting period |
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Percentage of
Returned Questionnaires |
Percentage of
questionnaires returned, in relation to all
questionnaires being sent out |
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Number of
Service Evaluations |
Number of
formal Service Evaluations carried out
during the reporting period |
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Number of
Identified Weaknesses |
Number of
weaknesses which were identified during
Service Evaluation, to be addressed by
improvement initiatives |
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Process Evaluation
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top) |
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Key performance Indicator (KPI) |
Definition |
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Number of
Process Benchmarkings, Maturity Assessments,
and Audits |
Number of
formal Process Benchmarkings, Maturity
Assessments, and Audits carried out during
the reporting period |
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Number of
Process Evaluations |
Number of
formal Service Evaluations carried out |
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Number of
Identified Weaknesses |
Number of
weaknesses which were identified during
Service Evaluation, to be addressed by
improvement initiatives |
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Improvements Initiatives
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top) |
|
Key performance Indicator (KPI) |
Definition |
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Number of
Improvement Initiatives |
Number of
improvement initiatives, resulting from
identified weaknesses during Service and
Process Evaluation |
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Number of
Completed Improvement Initiatives |
Number of
improvement initiatives which were completed
during the reporting period |