KPI: Service Continuity Management

KPI Definition	Unit of Measure	Frequency	Remarks
Percentage of business processes which are mapped to IT services	%	Quarterly	This KPI reflects the degree of mapping of business process to IT services. Business approval should be available for a decision to not to map a business process to IT service. Ideally value of this KPI should be 100%.
Percentage of IT services which are covered by IT service continuity plan	%	Quarterly	This KPI reflects the degree of effectiveness of service continuity plan. All IT services should be covered or a business approval should be available for such instances of non-coverage. Ideally value of this KPI should be 100%.
Number of gaps that are identified during the preparation for a disaster	Number	Quarterly	This KPI signifies the effectiveness of risk management to identify the gaps in the preparedness.
Duration from identification of a disaster-related risk to implementation of a suitable mitigation action to ensure service continuity	Days	Quarterly	This KPI highlights the speed with which an identified mitigation action is implemented.
Percentage of service recovery targets that are agreed and documented in SLAs and are achievable within the IT Service Continuity Plan	%	Quarterly	This KPI reflects the degree to which committed recovery targets are covered by an IT service continuity plan. Value of this KPI should be 100%.
Percentage of ITSCM plans that have been tested at least once in the year or as agreed with the customer	%	Yearly	This KPI reflects the degree of preparedness of ITSCM team. Value of this KPI should be 100%.
Number of tests of service continuity plan actually carried out vis-à-vis number of tests planned	Number	Yearly	This KPI reflects the degree of preparedness of ITSCM team.  Ideally number of service continuity tests performed should be same as planned.
Number of errors identified during testing of service continuity plan	Number	Yearly	This KPI highlights the gaps in the ITSCM plan and/or preparedness to respond to a disaster.
Number of reviews of ITSCM plan with business in the year	Number	Yearly	This KPI reflects the degree to which ITSCM plan is aligned to the business dynamics. Review should happen at least once in a year.
Number of 3rd party contracts that are less stringent than recovery target	Number	Quarterly	This KPI signifies the instances when SLA to recover an IT service is likely to be breached because of an ineffective underpinning contract.
%age reduction in risk and impact of possible failure of IT services	%	Quarterly	This KPI signifies the ongoing effectiveness of risk management for ITSCM.
Number of ITSCM awareness sessions that were not conducted as scheduled	Number	Quarterly	This KPI reflects the degree to which all the stakeholders are aware and kept up-to date about service continuity activities. Ideally the value of this KPI should be zero.
Number of planned ITSCM awareness sessions that were never conducted	Number	Quarterly	This KPI reflects the degree of importance the ITSCM team gives to stakeholder communication. The value of this KPI must be zero.
Number of CAB meetings in which service continuity manager was invited to	Number	Monthly	This KPI reflects how critical integration between ITSCM process and change management process is. It also reflects the maturity of change management to understand the potential impact of change on ITSCM plan and thus seek service continuity manager’s view.
%age of CAB meetings (to which invited) service continuity manager has participated in	%	Monthly	This KPI reflects the maturity of ITSCM process and its adherence by service continuity manager to participate in CAB meetings. Ideally the value of this KPI should be 100%. This KPI would ensure that there is no gap in ITSCM plan due to a significant change.
Number of times ITSCM plan has been updated after a significant change	Number	Quarterly	This KPI signifies that IT service continuity plan has incorporated all possible updates after performing risk assessment of the proposed change.
%age of significant changes that have lead to an update in ITSCM plan	%	Quarterly	This KPI reflects the degree to which a significant change can impact an IT service continuity plan.
%age of times the affected ITSCM plan has not been tested post a significant change	%	Quarterly	This KPI reflects the possible gap in the service continuity setup to effectively recover the services post disaster.