KPI: Change Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of open changes	Count	Weekly / Monthly	This KPI provides information regarding the changes that are currently open.
Percentage of changes that has been rolled back	%	Monthly	This KPI provides information about the success of a change implementation. It signifies the quality of change planning, build and test. Value for this KPI should be minimum (tending towards zero).
Percentage of emergency changes	%	Monthly	This KPI highlights the health of IT environment. Higher the value of this KPI, more unstable the existing IT environment is.
Percentage of changes that do not have status as "Completed"	%	Monthly	This KPI signifies the changes that have been implemented but has not been closed. This may mean that PIR has not been completed. Value for this KPI should be minimum.
Percentage of scheduled changes that have not been implemented as scheduled	%	Monthly	This KPI provide information regarding number of changes that are part of FSC but have not implemented. It signifies the effectiveness and quality of change planning.
The number of incidents traced to implemented Changes.	count	Weekly / Monthly	This KPI highlight the impact of a change that has not been rolled back and may have been considered to be successful during PIR. It also indicates the quality of impact analysis and testing.
Percentage of unauthorized changes	%	Monthly	This KPI highlights the changes that have been implemented bypassing the change management process

KPI: Request Fulfillment

KPI Definition	Unit of Measure	Reporting Frequency	Remarks
Number of service requests	Count	Weekly / Monthly	This KPI will be useful in reporting the load of service request that will be handled in any given week / month.  This can also be reported with further classification based on application, priority, user, etc.
Number of service request by Status	Count	Weekly / Monthly / Quarterly	This KPI will be useful in reporting service request volume based on status (Assigned, In progress, Pending, Resolved, Closed and Cancelled) priority wise.
Number of service request by Operational Categorization	Count	Monthly / Quarterly	This KPI will be useful in reporting service request volume based on operational categorization (Application, Access, Desktop or Laptop, Application access, Network, Failure, Server or Server Components, Request, Hardwar, etc.) priority wise.
Percentage service request handled within agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the response time for all service requests based on priority.
Percentage service request that breached agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the response time SLA for all service request based on priority.
Average response time	Minutes	Weekly / Monthly	This will be useful in reporting the average response time based on priority.
Percentage service request fulfilled  within agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the fulfillment time for all service request based on priority.
Percentage service request that breached agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the resolution time SLA for all service request based on priority.
Number of service requests that were wrongly	Count	Weekly / Monthly	This KPI is useful in reporting ticket hops, i.e., wrongly assigned tickets.
Percentage of service request reopened by user	Percentage	Weekly / Monthly / Quarterly	This KPI highlights the percentage of service request re-opened (along with number of tickets re-opened and total number of tickets for the mentioned period).
Backlog of unresolved service request	Days	Weekly / Monthly	This KPI highlights unresolved service request by aging for assigned resolver group typically highlighted as pending for number of days 0-3 days, 5-10 days, 10-20 days and so on; Also used to focus the top 10 pending tickets
Customer Satisfaction Survey (CSAT) of service request	Number	Daily / Weekly	This KPI provides average qualitative assessment of the end-user experience and feedback on fulfillment of service request
Percentage of incidents wrongly logged as service request	Percentage	Monthly	This KPI determines the effectiveness of service desk personnel in correctly identifying service request. Ideally this should be 0.

KPI: Problem Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of problems	Count	Monthly	This KPI will be useful in reporting problem volume by Status (Assigned, In progress, Closed, cancelled, others) priority wise.
Percent of Problems for which a Root Cause Analysis (RCA) was completed	Percentage	Monthly	This KPI provides the insight on effectiveness of resolver group in determining RCA of problems.
Backlog of unresolved problems	Days	Fortnightly	This KPI highlights unresolved problems by aging for assigned resolver group typically highlighted as pending for number of days 11-30 days, 30-60 days and so on; Also used to focus the top 10 pending problems
Number of incident per problem	Count	Weekly / Monthly	This KPI provides information on number of incidents linked to the same problem before problem resolution. It helps in determining the impact and change in impact.
Number of incident per known error	Count	Quarterly / Half-yearly/ Yearly	Number of incidents linked to the known error. It helps in determining the effectiveness of the provided workaround or permanent fix.
Percentage of problems for which Request of Change (RFC) has been raised	Percentage	Quarterly / Half-yearly/ Yearly	This KPI determines the problems which have resulted in a change.  It can be a potential indicator for the adherence of change management process by problem management team.
Percentage of pro-actively created problems	Percentage	Quarterly / Half-yearly/ Yearly	This KPI determines the effective functioning of pro-active problem management
Percentage reduction in incident count	Percentage	Quarterly / Half-yearly/ Yearly	This KPI provides information regarding the effectiveness of a problem resolution and CAPA. Ideally the reduction should be 100%.

KPI: Incident Management

KPI Definition	Unit of Measure	Reporting Frequency	Remarks
Number of Incident tickets assigned to Incident management team / Service Desk	Count	Weekly / Monthly	This KPI will be useful in reporting the incident load that will be handled in any given week / month.  This can also be reported with further classification based on application, priority, user, etc.
Number of Incidents by Status	Count	Weekly / Monthly / Quarterly	This KPI will be useful in reporting incident volume based on status (Assigned, In progress, Pending, Resolved, Closed and Cancelled) priority wise.
Number of Incidents by Operational Categorization	Count	Monthly / Quarterly	This KPI will be useful in reporting incident volume based on operational categorization (Application, Access, Desktop or Laptop, Application access, Network, Failure, Server or Server Components, Request, Hardwar, etc.) priority wise.
Percentage Incidents handled within agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the response time for all incidents based on incident priority.
Percentage Incidents that breached agreed response time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the response time SLA for all incidents based on incident priority.
Average response time	Minutes	Weekly / Monthly	This will be useful in reporting the average response time based on incident priority.
Percentage Incidents resolved within agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the resolution time for all incidents based on incident priority.
Percentage Incidents that breached agreed resolution time	Percentage	Weekly / Monthly	This will be useful in reporting the tickets that have breached the resolution time SLA for all incidents based on incident priority.
Average Time To Resolve Incidents by Service desk team / Incident Management team (Service Restored)	Minutes	Weekly / Monthly	This will be useful in reporting the restoration time achieved on each incident and can be further classified down to lower level incidents. (Based on application, priority, user etc.)
Number of tickets that were wrongly assigned to the Incident management group	Count	Weekly / Monthly	This KPI is useful in reporting ticket hops, i.e., wrongly assigned tickets.
Number of incidents registered for CI	Count	Monthly / Quarterly / Yearly	This KPI enables identification of top 10/25/50 CIs which are contributing maximum incidents priority wise.
Percentage of tickets reopened by user	Percentage	Weekly / Monthly / Quarterly	This KPI highlights the percentage of incidents re-opened (along with number of tickets re-opened and total number of incidents for the mentioned period).
Backlog of unresolved incidents	Days	Weekly / Monthly	This KPI highlights unresolved incidents by aging for assigned resolver group typically highlighted as pending for number of days 0-3 days, 5-10 days, 10-20 days and so on; Also used to focus the top 10 pending tickets
Customer Satisfaction Survey (CSAT) of incidents	Number	Daily / Weekly	This KPI provides average qualitative assessment of the end-user experience and feedback on resolution of the incident
Percentage of incidents that are Major Incidents	Percentage	Weekly	This KPI highlights the health of the IT environment.
Percentage of service requests wrongly logged as incidents	Percentage	Monthly	This KPI determines the effectiveness of service desk personnel in correctly identifying incidents. Ideally this should be 0.