20 Easy to Use ITIL Metrics - Simplicable

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20 easy to use itil metrics

20

Easy

to

Use

ITIL

Metrics

ITIL

posted by John Spacey , Simplicable , July 09 , 2011 ITIL breaks major IT functions down into nice bite sized processes ripe to be measured with metrics . Here are

Zachman Framework In 3 Easy Diagrams

20 of our favorite metrics for ITIL processes :

Incident

and

Problem

Management

Why Makes Easy

Saas Life

1 . Percentage password 2 . Mean

of Incidents Resolved

by First Level Support first line support resolves basic issues such as user training,

Support costs can be dramatically reduced when problems , menu Time to Repair

navigation issues etc. . The target for this metric is often set above 80 % . . (MTTR ) ITIL related metric . Itis not unusual for MTTR

How SOA Way

To Security

Average

time to fix an incident. Often the most closely watched level executives . as Problems

Implement The Easy

reporting to go to CxO 3 . Percentage

of Incidents Categorized

The percentage of incidents that are deemed to use versus 4 . Problems Outstanding of problems

to be the result of problems .

When ESB ETL

The totalnumber

that are unresolved .

Service

Desk

48 Uses For CRM Software

5 . Missed The number number as MTTR .

Calls of times someone called the help desk , were put on hold and eventually hung up . May the help desk was closed . Impacts customer include the called when service and core metrics such

of times someone

6 . Customer Iso 27001 Certification At 50000 Feet customers .

Satisfaction can irritate

Usually captured in a survey . Try not to go overboard : asking for feedback in an inappropriate way

7 . Staff Turnover Service Desk jobs can be stressful retaining experienced staffis critical optimizing core ITIL metrics . to

Change ITIL V 3 CMDB At 8. Number

Management

of Successful Changes

(change

throughput

) 8/17/2012 4:40:44 PM

http://simplicable.com/new/20-easy-to-use-ITIL-metrics

20 Easy to Use ITIL Metrics - Simplicable

Page 2

10 . Change Total number ITIL V 3 CMDB 50000 At Feet 11 . Mean

Backlog of changes waiting in the queue . (Request for Change ) Turnaround Time (MRTT )

RFC

The average time ittakes to implement

a change afteritis requested .

ITIL V 3 To The Rescue Configuration Management Systems CMDB Be Careful What You Measure : The Dark Side of Business Metrics And The End Of

Release

Management

12 . Percentage

of Failed Releases a key Release Management quality metric .

The percentage of releases that fail 13 . Total Release Downtime Total downtime (TRD )

due to release activity .

Availability

Management

14 . Total Downtime Total downtimes 15 . Total SLA Number broken down Violations were violated. by service.

of times that the availabilityterms laid out in SLAs

IT

Financial

Management

16 . Percentage

of Projects Within

Budget

The percentage of projects that did not go over / under theirprescribed budget . 17 . Total Actual vs Budgeted number Costs project costs. Calculated for an entire project portfolio A .

Total actual project costs as a percentage of budgeted over 100 % indicates over spending .

Service

Level

Management

18 . Total SLA The number 19 . Mean

violations violations in a given period . Violations compliance when a violation occurs .

of SLA

Time

to Resolve SLA

The average time ittakes to restore SLA

Configuration

Management

20 . CI Data

Quality by sampling methods .

Percentage of CIs with data issues. Can be determined

ITIL

Dashboards

ITIL metrics represent critical decision support data and are often presented in a dashboard

to Cx 0 s.

http://simplicable.com/new/20-easy-to-use-ITIL-metrics

8/17/2012 4:40:44 PM