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.