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This is a preview of KPI Library. To browse and search for key performance indicators, also known as business metrics, performance measures or business indicators, in various industries and general processes, login or join for free.

KPIs in ‘ITIL | Information Technology’
tagged with ‘cost’

Costs of operating call center / service desk

Costs of operating a call center / service desk, usually for a specific period such as month or quarter.
This KPI is most used for:
Cost Leadership

Overall cost of IT delivery per customer

Overall cost of IT delivery per customer: cost of IT service delivery divided by number of end users / customers.
This KPI is most used for:
Cost Leadership

Average costs of release

Average costs of release. Costs are most likely based on man-hours spent.
This KPI is most used for:
Cost Leadership

% of backlogged/neglected change requests

Percentage of backlogged change requests. Backlogged change requests are change requests that should have been implemented but due to for example time/cost constraints are still ...
This KPI is most used for:
Operational Excellence
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