KPI: Change Evaluation

KPI Definition	Unit of Measure	Frequency	Remarks
Number of changes for which change evaluations has been performed	Number	Monthly	This KPI signifies efficiency of Change Evaluation process.
%age of change evaluations performed w.r.t. the changes implemented during the period	%	Monthly	This KPI highlights how effectively the Change Evaluation process has been implemented. Ideally this should be 100%.
Number of changes where there are significant deviation in actual performance of the change vis-à-vis predicted performance	Number	Weekly	This KPI reflects how effectively a change evaluation is performed. Ideally the value for this KPI should be zero.
Number of instances where stakeholder expectation is incorrectly set	Number	Monthly	This KPI highlights effectiveness of Change Evaluation process is correctly setting the expectation of concerned stakeholders.
Number of implemented changes for which actual benefit does not meet the acceptance criteria	Number	Monthly	This KPI reflects how effectively a change evaluation is performed. Ideally the value for this KPI should be zero.
Number of change evaluations which are not substantiated with change evaluation report	Number	Weekly	This KPI reflects how effectively a change evaluation process is being followed. Ideally the value for this KPI should be zero.

KPI: Service Level Management

KPI Definition	Unit of Measure	Frequency	Remarks
Customer satisfaction survey	CSAT Rating	Quarterly	This survey would reflect the satisfaction level of the customers. Highlighting customer dissatisfaction (if any), it would also enable focus on the key areas into which the organization must look at to improve satisfaction levels.
The average number of days from the end date of an SLA evaluation term until the date on which the SLA review was performed.	Days	Once per SLA evaluation term	This KPI reflects the accuracy with which SLA review is performed
The number of SLAs for which the customer has not been registered in the service management application.	Number	Monthly	This KPI reflects accuracy of the process to register customers. This number must be zero. A non-zero value of the KPI would mean that all SLA performance for the customer is not being tracked and reported.
Number of Services not covered by effective OLAs	Number		This KPI highlights the number of Services where SLAs are backed up by corresponding OLAs vis-à-vis the total number of services being offered. Ideally the value of this KPI must be zero. Note: Effective OLA means that the conditions in the OLA has to be at least same as that in SLA (to effectively meet the committed SLAs) if not more stringent.
Number of vendors with whom the organization does not have SLAs	Number	Quarterly	This KPI highlights the inefficiency of Service Level Management process. SLA should be there with all vendors.
Number of Services not covered by effective UCs	Number		This KPI highlights the number of Services where SLAs are backed up by corresponding UCs vis-à-vis the total number of services being offered. Value of this KPI must be zero. Note: Effective UC means that the all conditions in the UC have to be more stringent than that in SLA (to effectively meet the committed SLAs and pass on a more stringent penalty than that committed in SLA for UC violation).
Number of Services/ SLAs where the agreed service levels are breached			This KPI highlights that either the organization is incapable to meet the committed SLA or are not being able to meet it despite having the capability. It would accordingly enable to focus in identify and implementing corrective actions. SLA should ideally be reworked with the customer if the IT organization is incapable to meet the same.

KPI: Availability Management

KPI Definition	Unit of Measure	Frequency	Remarks
Percentage Availability of IT Resource / Services	%	Monthly	This KPI highlights the percentage availability or uptime of resources and/or services. When subtracted from 100, this provides percentage ‘Downtime’ or ‘Unavailability’, which can be used as another KPI.
Mean time between failures (MTBF), i.e. uptime, of IT resource or service.	Hours / Days	Monthly	This KPI provides the actual uptime of services or resources.
Mean time to restore, i.e. downtime	Minutes / Days	Monthly	This KPI provides the actual downtime of services or resources.

KPI: Capacity & Demand Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of capacity related incidents resulting in unavailability of service / resource	Count	Monthly	This KPI highlights poor capacity planning and/or capacity management.
Number of problems for which the root cause has been identified to be a capacity issue	Count	Monthly	This KPI highlights poor capacity planning and/or capacity management.
Number of incidents based on Capacity problems related to Demand Management (market changes, unattended customer need, etc.)	Count	Monthly	This KPI highlights poor demand management.
Percentage of PBAs analyzed and tracked by demand management	%	Monthly	This KPI provides information regarding effectiveness of demand management in determining the PBAs. Ideally all business activities should be tracked.
% Deviation between predicted demand and actual demand	%	Monthly	This KPI signifies the effectiveness of demand management in projecting future demand. Negative deviation (actual demand more than predicted demand) would possibly lead to unavailability of business services and would signify an ineffective demand management process.
% of time when resources wasn’t used or was used below a minimum demand value (expected utilization level), i.e. underutilized	%	Monthly	This KPI signifies the effectiveness of demand management in effectively projecting future demand. This KPI also signifies the effectiveness of capacity management in effectively projecting future capacity requirement.

KPI: Service Asset & Configuration Management

KPI Definition	Unit of Measure	Frequency	Remarks
Variance in actual CI information with respect to that recorded in CMDB.	Variance	Quarterly	This KPI reflects the accuracy of CI information stored in CMDB.
Variance in actual asset information with respect to that recorded in asset database respectively.	Variance	Quarterly	This KPI reflects the accuracy of Asset information stored in Asset Database.
Average time between two consecutive CMDB reconciliation	Days	Quarterly	This KPI provides information regarding the reconciliation of CMDB. Larger the time span, greater are the chances for inaccuracy in CMDB information.
Average time between two consecutive asset reconciliation	Days	Quarterly	This KPI provides information regarding the reconciliation of Asset Database. Larger the time span, greater are the chances for inaccuracy in Asset information stored in Asset Database.
Percentage of Configuration Items mapped onto IT services in the Configuration Management Database (CMDB) relative to all Configuration Items that can be related to IT services.	%	Quarterly	This KPI highlights the gap w.r.t the services which are yet to be mapped to CIs.
Total number of deviations identified during asset audit	Number	Quarterly	This KPI reflects the accuracy of asset information in Asset Database
Percentage reduction of non recorded CI in CMDB	%	Quarterly	This KPI reflects the accuracy of capturing CIs
Percentage reduction of wrongly recorded CI information in CMDB	%	Quarterly	This KPI reflects the accuracy of update of CI information