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KPI Library news: Best rated KPIs in category IT management

by Erik Hoffmann on Nov 28th, 2007

KPI Library News, November 28 2007

The best rated KPIs in the ‘IT Management’ as rated by our users are as follows:

  • 1- [4] % of service requests resolved within an agreed-upon period of time
  • 2- [7] % of first-line resolution of service requests
  • 3- [new] Cost of service delivery
  • 4- [new] % of service requests posted via web (self-help)
  • 5- [1] Critical-time outage
  • 6- [3] % of overdue incidents
  • 7- [new] % of escalated service requests
  • 8- [5] % of incidents not solved in-time due to inaccurate configuration data
  • 9- [6] % of inaccurate CIs
  • 10- [8] % of outage due to changes (planned unavailability)

Within the brackets we have included the previous position of this rating. KPIs that were previously in the top 10 but have dropped out are:

  • Cost of managing ITIL processes
  • First line service request closure rate
  • Mean Time to Repair (MTTR)

If you would like to contribute KPIs or rate KPIs in the library, please join us.

 
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