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