ITIL KPIs

ITIL provides a set of guidelines on the provision of IT services as well as on the creation of the appropriate environment required to support IT. ITIL has been developed based on the growing importance of IT and has been adopted by organizations around the world. It provides a comprehensive list of the most popular and most important IT processes used in most companies, along with comprehensive guidelines, checklists, and tasks on how to input the practices into the business.

Within Metricus, we offer an extensive collection of metrics for each of the ITIL v2 and ITIL v3 volumes that will allow you to correctly align your IT with ITIL standards.

Here are several examples of the Key Performance Indicators (KPIs) that will help you achieve ITIL standards:

Change Management process:

• Percentage of Emergency Changes - the percentage of changes implemented that classify as emergency changes. Emergency changes are those that require circumvention of routine change management processes because of the urgency of business requirements and changes to IT infrastructure. A comprehensive change management process will include a process for handling emergency changes.
• Percentage of Changes Causing Incidents - the percentage of changes implemented that resulted in the occurrence of one or more incidents.

Incident Management process:

• Percentage of Incidents Dispatched - the percentage of incidents created that were dispatched at least once during the resolution process.
  
  An incident is dispatched if the current owner is unable to, or is not the appropriate resource to, resolve the request. If this occurs, the current owner will send, or “dispatch,” the incident to a specialist workgroup with the appropriate resources to resolve the incident.
• Percentage of Incidents with Incorrect Data - the percentage of incidents that were closed but contained one or more incorrect data components, for example, wrong categorization fields entered, incorrect history, timestamps entered incorrectly, missing solution or closure descriptions, and so on.

Service Level Management:

• Percentage of IT Services with SLAs - a measure of the number of services that have an associated Service Level Agreement (SLA). An SLA is a written agreement between a service provider and the customer that documents agreed service levels for a service. These service levels are expressed as Metrics, for example, Application Availability, % High Priority Service Requests Resolved within 2 hours, and so on. Service-level Metrics are commonly referred to as Service Level Objectives (SLOs). An SLA can have multiple SLOs. SLOs should be measurable and are represented by IT Service Delivery Metrics.
• Percentage of IT Services - Internal with SLA - the percentage of services delivered internally for which an SLA has been agreed between IT and the customer.

Financial Management:

• Percentage of IT Actual to Budget Cost Variance - this metric complements [IT Actual to Budget Cost Variance] and shows the percentage variance between actual and budgeted IT costs.
• IT Costs - Business Chargeback - the amount of IT costs that was funded directly by the business. This is typically performed by P&L transfers to IT from a vertical department within an organization. An example is of the sales department agreeing to fund a new sales force management system.

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