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.