KPI: Service Validation & Testing

KPI Definition	Unit of Measure	Frequency	Remarks
Number of releases for which testing has not been performed	Number	Weekly	This KPI highlights non-adherence of Service Validation & Testing process. Ideally value for this KPI should be zero.
Number of incidents attributable to new releases	Number	Weekly	This KPI reflects ineffectiveness of the testing process. Ideally value for this KPI should be zero.
Number of incidents due to utility issues (what was needed vs. what was delivered) attributable to new releases	Number	Monthly	This KPI signifies that design specifications related to utility (specifications that make a service fit for purpose) have not been met. Ideally value for this KPI should be zero.
Number of incidents due to warranty issues attributable to new releases	Number	Monthly	This KPI signifies that design specifications related to warranty (specifications that make a service fit for use) have not been met. Ideally value for this KPI should be zero.
Percentage of Service Acceptance Tests which fail to obtain the customer’s sign-off	%	Monthly	This KPI highlights that the service validation process is ineffective and has failed to meet the requirements of the customer. This could signifies significant rework. Ideally value for this KPI should be 0%.
Number of known errors documented during testing per release	Number	Weekly	This KPI shows that known errors have been identified and documented for the releases.

KPI: Access Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of access related requests (service request and RFCs)	Number	Monthly	This KPI reflects the number of access related requests received for a month. It can also be grouped together based on type of access request, service, user, department and the resource who has fulfilled the request. It highlights the workload and efficiency of access management team.
The number of incidents caused by incorrect access settings	Number	Monthly	This KPI highlights ineffectiveness of access management in effectively granting the access rights.
Number of instances where the access rights have not been revoked	Number	Monthly	This KPI highlights ineffectiveness of access management in effective and timely revoking the access rights of the employees who are no longer with the organization, department or project.
Number of instances where the access rights have not been modified based on role change of employee	Number	Monthly,	This KPI highlights ineffectiveness of access management in effectively deploying the ‘Group’ policies and thus granting and/or revoking the access rights.
Number of instances for which deviation has been identified from the defined security policy	Number	Monthly	This KPI signifies that security policies are not effectively implemented by access management team.