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The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.
KPIs in ‘ITIL | Information Technology’
% of customers given satisfaction surveys
This one is important in any QMS, puts customer and his satisfaction in focus.
Listed in: ITIL Service Desk, Surveys, Customer service, IT Service Desk & Support
Tags: customer, satisfaction
Number of complaints
Number of complaints received within the measurement period.
% of outage due to changes (planned unavailability)
Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours.
Listed in: ITIL Change management, Systems, Database, Network, IT Service Levels, Application, ITIL Availability management, Web Hosting, Telephony, Email, Storage, ASL Availability management, MOF Availability Management, IT Change & Release, IT Availability
Tags: change, outage, availability, unavailability, implementation, planning
Availability (excluding planned downtime)
Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours). Planned uptime = service hours – planned ...
Listed in: Systems, Database, Network, IT Service Levels, Application, ITIL Availability management, Web Hosting, Telephony, Email, Storage, ASL Availability management, MOF Availability Management, IT Availability
Tags: availability, downtime, device, equipment, maintenance, schedule, planning, duration
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