KPI: Service Catalog Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of services that are being delivered/offered to the customer but not included in service catalog	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services that are retired but still reflecting in service catalog	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services for which the information stored in service catalog is outdated	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog should not be outdated. Ideally the value of this KPI should be zero.
Number of services for which the information in service catalog is not in sync with that in service portfolio.	Number	Quarterly	This KPI signifies the accuracy of service catalog. Service Catalog Manager must ensure that information in service catalog is in sync with that in service portfolio. Ideally the value of this KPI should be zero.
The frequency at which the information stored in service catalog is updated	Days	Quarterly	This KPI reflect the average time gap for updating information in service catalog in order to ensure that all information is up to date.
Number of contributions made towards definition of services and service packages	Number	Quarterly	This KPI indicates the degree of participation of Service Catalog Manager in definition of services and service packages.

KPI: Knowledge Management

KPI Definition	Unit of Measure	Frequency	Remarks
Number of knowledge articles created	Number	Monthly	This KPI highlights the contribution being made to KM initiative.
Frequency of usage of knowledge articles created	Number	Quarterly	This KPI indicated reuse value of the knowledge base. Reports can also be generated to show top 25/50/100 knowledge articles used and that for knowledge articles not being used.
Increase in First Time Closure Rate	%	Quarterly	This KPI reflects the impact of knowledge articles in increasing the first time closure rate of tickets. The value of this KPI should always reflect a positive trend quarter on quarter.
Number of knowledge sharing sessions	Number	Quarterly	This KPI shows the degree of knowledge sharing across the teams.
%age employees who contribute knowledge articles	%	Monthly	This KPI shows the contribution to knowledge base from employees. It reflects the degree of acceptance of knowledge base. The information regarding contribution can be obtained from system reports or logs.
%age employees who modify knowledge articles	%	Monthly	This KPI shows the contribution to knowledge base from employees. It reflects the degree of acceptance of knowledge base. The information regarding modification can be obtained from system reports or logs.
%age employees who access knowledge articles	%	Monthly	This KPI shows the degree of usage of knowledge base by employees. The information regarding access can be obtained from system reports or logs.
Number of searches per knowledge repository	Number	Monthly	This KPI reflects the most searched for knowledge repositories.
%age searches that resulting in resultant knowledge article being opened	%	Monthly	This KPI reflects the accuracy of search result besides the quality of key words and meta data.
%age of employees who access various forums	%	Monthly	This KPI indicates the degree of usage of forums and participation by employees.
%age of employees who contribute to various forums	%	Monthly	This KPI indicates the degree of usage of forums and participation by employees.
Number of new topics/threads started	Number	Monthly	This KPI reflects the freshness of discussions in forums.
Average number of posts per topic	Number	Monthly	This KPI reflects the extent of discussion in the forums.
Number of new membership	Number	Monthly	This KPI highlights the relevance of forums.
Number of memberships cancelled	Number	Monthly	This KPI highlights the relevance of forums.
Number of expertise-related questions answered via forums	Number	Monthly	This KPI indicates knowledge transfer through forums.