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

% of services covered by SLA

Number of deployed services that are related to one or more SLAs relative to all services deployed within the IT service domain.
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
This KPI is most used for:
Operational Excellence

Major Event Incident - Mean Time to Restore Service

Major Incident is the highest category of impact for an Incident in the ITIL framework. A Major Incident results in significant disruption to the Business. ...
This KPI is most used for:
Operational Excellence
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