Page 380 - ITIL® Foundation 3.15

Key Performance Indicators (KPI’s)
CSI collects 3 types or categories of metrics, they are Technology Metrics (speeds & feeds of computers, network segments, technology), Process Metrics (efficiency and effectiveness of a process, Is the process introducing too much bureaucracy?), and Service Metrics (end to end customer experience). This lifecycle stage is responsible for validating that the correct metrics are being built into new or changed services so that the collection, analysis, and usage of the metrics yields knowledge for making good decisions.
One metric left out of ITIL’s framework seems to be the measurement of people...Are they producing according to the plan? Are they fully engaged? Every organization needs to ensure that they have the correct people with the proper skill-sets to deliver the product according to the needs of the customer.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Measure Everything...
Pay Attention to only what is important now.
➢ Metrics
➢Key Performance Indicators ➢Critical Success Factors
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