Incident and Problem Management1. Percentage of Incidents Resolved by First Level Support
Support costs can be dramatically reduced when first line support resolves basic issues such as user training, password problems, menu navigation issues etc... The target for this metric is often set above 80%.
2. Mean Time to Repair (MTTR)
Average time to fix an incident. Often the most closely watched ITIL related metric. It is not unusual for MTTR reporting to go to CxO level executives.
3. Percentage of Incidents Categorized as Problems
The percentage of incidents that are deemed to be the result of problems.
4. Problems Outstanding
The total number of problems that are unresolved.
Service Desk5. Missed Calls
The number of times someone called the help desk, were put on hold and eventually hung up. May include the number of times someone called when the help desk was closed. Impacts customer service and core metrics such as MTTR.
6. Customer Satisfaction
Usually captured in a survey. Try not to go overboard: asking for feedback in an inappropriate way can irritate customers.
7. Staff Turnover
Service Desk jobs can be stressful — retaining experienced staff is critical to optimizing core ITIL metrics.
Change Management8.Number of Successful Changes (change throughput)
Change throughput is a good measure of change management productivity.
9. Percentage of Failed Changes
A change management quality metric — can impact customer satisfaction and availability management.
10. Change Backlog
Total number of changes waiting in the queue.
11. Mean RFC (Request for Change) Turnaround Time (MRTT)
The average time it takes to implement a change after it is requested.
Release Management12. Percentage of Failed Releases
The percentage of releases that fail — a key Release Management quality metric.
13. Total Release Downtime (TRD)
Total downtime due to release activity.
Availability Management14. Total Downtime
Total downtimes broken down by service.
15. Total SLA Violations
Number of times that the availability terms laid out in SLAs were violated.
IT Financial Management16. Percentage of Projects Within Budget
The percentage of projects that did not go over/under their prescribed budget.
17. Total Actual vs Budgeted Costs
Total actual project costs as a percentage of budgeted project costs. Calculated for an entire project portfolio. A number over 100% indicates over spending.
Service Level Management18. Total SLA violations
The number of SLA violations in a given period.
19. Mean Time to Resolve SLA Violations
The average time it takes to restore SLA compliance when a violation occurs.
Configuration Management20. CI Data Quality
Percentage of CIs with data issues. Can be determined by sampling methods.
ITIL DashboardsITIL metrics represent critical decision support data and are often presented in a dashboard to Cx0s.
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