Conversations from the Mirror42 Team

KPI Library News, January 31 2008

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

1- [4] % of service requests posted via web (self-help)

2- [3] Cost of service delivery

3- [5] Critical-time outage

4- [2] % of first-line resolution of service requests

5- [6] % of overdue incidents

6- [9] % of inaccurate CIs

7- [8] % of incidents not solved in-time due to inaccurate configuration data

8- [7] % of escalated service requests

9- [new] Number of untested releases

10- [new] % of IT time associated to IT investment

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:

% of outage due to changes (planned unavailability)

% of service requests resolved within an agreed-upon period of time

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

KPI Library News, March 12 2008

The best rated KPIs in the category ‘Project Portfolio’ as rated by our users are as follows:

* 1- Average deviation of planned ROI of projects in program
* 2- Deviation of planned hours of work for project/program
* 3- Cost Schedule Index (CSI)
* 4- Number of milestones of project/program missed
* 5- Average deviation of planned duration of projects in program
* 6- Number of new project/program issues
* 7- % of projects/programs with missed milestones
* 8- Average break-even time of projects/programs
* 9- % of projects receiving Quaility Assurance review
* 10- Schedule Variance (SV)

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

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.

KPI Library What’s New, November 12 2007

As of today, registered users are invited to contribute to the KPI Library. We have added the ability to submit Key Performance Indicators (KPIs) for each category. After submittal, we will review and publish these KPIs in the library.

Further more, registered users are able to manage their personal KPI list. Next to bookmarking existing KPIs from the library, it is now possible to add your personal KPIs in the My KPIs section.

To link up to the library visit http://www.kpilibrary.com.