KPI: Business Relationship Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of complaints received from customer	Number	Monthly	This KPI reflects the no. of complaints received from the customer.
%age of customer complaints that are justified	%	Monthly	This KPI highlights the percentage of customer complaints which were accepted as justified.
Number of customer satisfaction surveys conducted	Number	Yearly	This KPI highlights the no. of formal customer satisfaction surveys conducted during the year.
%age of customer satisfaction survey questionnaires responded	%	Yearly	This KPI reflects the percentage of questionnaires that were responded to by the customer w.r.t. all survey requests sent.
Customer satisfaction rating for each service	Number	Quarterly	This KPI determines the average customer satisfaction rating for each service.

KPI: Strategy Management For IT Services

KPI Definition	Unit of Measure	Frequency	Remarks
No. of opportunities identified for new or modified services	Number	Quarterly	This KPI reflects efficiency of the process to determine new opportunities.
Number of Planned New Services	Number	Half Yearly	This KPI highlights the number of new services that are developed following a strategic review.
Number of Unplanned New Services	Number	Half Yearly	This KPI highlights the number of new services which are developed without being initiated by strategic reviews.
Number of new customers won	Number	Quarterly	This KPI determines the effectiveness of the process. It reflects the number of customers won because of the strategic initiative for a new service.
Number of lost Customers	Number	Quarterly	This KPI determines the ineffectiveness of the process. It reflects the number of customers that have been lost to competing service providers because of the inability of the management to make a strategic decision to plan for a new service.

KPI: Service Validation & Testing

KPI Definition	Unit of Measure	Frequency	Remarks
Number of releases for which testing has not been performed	Number	Weekly	This KPI highlights non-adherence of Service Validation & Testing process. Ideally value for this KPI should be zero.
Number of incidents attributable to new releases	Number	Weekly	This KPI reflects ineffectiveness of the testing process. Ideally value for this KPI should be zero.
Number of incidents due to utility issues (what was needed vs. what was delivered) attributable to new releases	Number	Monthly	This KPI signifies that design specifications related to utility (specifications that make a service fit for purpose) have not been met. Ideally value for this KPI should be zero.
Number of incidents due to warranty issues attributable to new releases	Number	Monthly	This KPI signifies that design specifications related to warranty (specifications that make a service fit for use) have not been met. Ideally value for this KPI should be zero.
Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off	%	Monthly	This KPI highlights that the service validation process is ineffective and has failed to meet the requirements of the customer. This could signifies significant rework. Ideally value for this KPI should be 0%.
Number of known errors documented during testing per release	Number	Weekly	This KPI shows that known errors have been identified and documented for the releases.

KPI: Access Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of access related requests (service request and RFCs)	Number	Monthly	This KPI reflects the number of access related requests received for a month. It can also be grouped together based on type of access request, service, user, department and the resource who has fulfilled the request. It highlights the workload and efficiency of access management team.
The number of incidents caused by incorrect access settings	Number	Monthly	This KPI highlights ineffectiveness of access management in effectively granting the access rights.
Number of instances where the access rights have not been revoked	Number	Monthly	This KPI highlights ineffectiveness of access management in effective and timely revoking the access rights of the employees who are no longer with the organization, department or project.
Number of instances where the access rights have not been modified based on role change of employee	Number	Monthly,	This KPI highlights ineffectiveness of access management in effectively deploying the ‘Group’ policies and thus granting and/or revoking the access rights.
Number of instances for which deviation has been identified from the defined security policy	Number	Monthly	This KPI signifies that security policies are not effectively implemented by access management team.

KPI: Service Catalog Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of services that are being delivered/offered to the customer but not included in service catalog	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services that are retired but still reflecting in service catalog	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services for which the information stored in service catalog is outdated	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services for which the information in service catalog is not in sync with that in service portfolio.	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog is in sync with that in service portfolio. Ideally the value of this KPI should be zero.
The frequency at which the information stored in service catalog is updated	Days	Quarterly	This KPI reflect the average time gap for updating information in service catalog in order to ensure that all information is up to date.
Number of contributions made towards definition of services and service packages	Number	Quarterly	This KPI indicates the degree of participation of Service Catalog Manager in definition of services and service packages.

KPI: Knowledge Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of knowledge articles created	Number	Monthly	This KPI highlights the contribution being made to KM initiative.
Frequency of usage of knowledge articles created	Number	Quarterly	This KPI indicated reuse value of the knowledge base. Reports can also be generated to show top 25/50/100 knowledge articles used and that for knowledge articles not being used.
Increase in First Time Closure Rate	%	Quarterly	This KPI reflects the impact of knowledge articles in increasing the first time closure rate of tickets. The value of this KPI should always reflect a positive trend quarter on quarter.
Number of knowledge sharing sessions	Number	Quarterly	This KPI shows the degree of knowledge sharing across the teams.
%age employees who contribute knowledge articles	%	Monthly	This KPI shows the contribution to knowledge base from employees. It reflects the degree of acceptance of knowledge base. The information regarding contribution can be obtained from system reports or logs.
%age employees who modify knowledge articles	%	Monthly	This KPI shows the contribution to knowledge base from employees. It reflects the degree of acceptance of knowledge base. The information regarding modification can be obtained from system reports or logs.
%age employees who access knowledge articles	%	Monthly	This KPI shows the degree of usage of knowledge base by employees. The information regarding access can be obtained from system reports or logs.
Number of searches per knowledge repository	Number	Monthly	This KPI reflects the most searched for knowledge repositories.
%age searches that resulting in resultant knowledge article being opened	%	Monthly	This KPI reflects the accuracy of search result besides the quality of key words and meta data.
%age of employees who access various forums	%	Monthly	This KPI indicates the degree of usage of forums and participation by employees.
%age of employees who contribute to various forums	%	Monthly	This KPI indicates the degree of usage of forums and participation by employees.
Number of new topics/threads started	Number	Monthly	This KPI reflects the freshness of discussions in forums.
Average number of posts per topic	Number	Monthly	This KPI reflects the extent of discussion in the forums.
Number of new membership	Number	Monthly	This KPI highlights the relevance of forums.
Number of memberships cancelled	Number	Monthly	This KPI highlights the relevance of forums.
Number of expertise-related questions answered via forums	Number	Monthly	This KPI indicates knowledge transfer through forums.