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

% of urgent changes

Number of opened, urgent changes relative to the total number of changes opened in a given time period. This KPI reflects the size of the ...
This KPI is most used for:
Operational Excellence

% of escalated service requests

Percentage of closed service requests that have been escalated to management, relative to all closed service requests within measurement period.
This KPI is most used for:
Operational Excellence

% of reopened incidents

Number of incidents closed that were re-opened relative to the number of all incidents closed in a given time period. Of course, usage of this ...
This KPI is most used for:
Operational Excellence

% of CIs mapped onto IT services in the CMDB

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 ...
This KPI is most used for:
Operational Excellence
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