https://yasm.com/wiki/de/index.php?action=history&feed=atom&title=YaSM-Kennzahlen
YaSM-Kennzahlen - Versionsgeschichte
2026-08-19T19:58:43Z
Versionsgeschichte dieser Seite in YaSM Service-Management-Wiki
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https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=695&oldid=prev
Andrea: Weiterleitung nach Service-Management-Kennzahlen erstellt
2018-12-02T11:39:47Z
<p>Weiterleitung nach <a href="/wiki/de/index.php/Service-Management-Kennzahlen" title="Service-Management-Kennzahlen">Service-Management-Kennzahlen</a> erstellt</p>
<a href="https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=695&oldid=691">Änderungen zeigen</a>
Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=691&oldid=prev
Andrea am 1. Dezember 2018 um 18:14 Uhr
2018-12-01T18:14:00Z
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Version vom 1. Dezember 2018, 20:14 Uhr</td>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:creator" content="@yasmcom"></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:creator" content="@yasmcom"></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:title" content="Service-Management-Kennzahlen | YaSM-Wiki"></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:title" content="Service-Management-Kennzahlen | YaSM-Wiki"></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:description" content="Prozess-Kennzahlen (<del style="font-weight: bold; text-decoration: none;">manchmal auch </del>'Key Performance Indicators'<del style="font-weight: bold; text-decoration: none;">, </del>'KPIs' <del style="font-weight: bold; text-decoration: none;">oder 'Metriken' genannt</del>) werden <del style="font-weight: bold; text-decoration: none;">verwendet, um zu beurteilen</del>, ob die Service-Management-Prozesse erwartungsgemäß ablaufen."></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:description" content="<ins style="font-weight: bold; text-decoration: none;">Mit Hilfe von </ins>Prozess-Kennzahlen ('Key Performance Indicators' <ins style="font-weight: bold; text-decoration: none;">bzw. </ins>'KPIs') <ins style="font-weight: bold; text-decoration: none;">kann beurteilt </ins>werden, ob die Service-Management-Prozesse erwartungsgemäß ablaufen."></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:image" content="https://yasm.com/wiki/de/img/yasm-metrik/Service-management-kennzahlen-yasm.jpg"></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:image" content="https://yasm.com/wiki/de/img/yasm-metrik/Service-management-kennzahlen-yasm.jpg"></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:image:alt" content="<del style="font-weight: bold; text-decoration: none;">YaSM Prozess</del>-Kennzahlen<del style="font-weight: bold; text-decoration: none;">: Anhand geeigneter </del>Key<del style="font-weight: bold; text-decoration: none;">-</del>Performance<del style="font-weight: bold; text-decoration: none;">-Indikatoren (KPIs</del>) <del style="font-weight: bold; text-decoration: none;">für die </del>Service-Lifecycle-Prozesse und <del style="font-weight: bold; text-decoration: none;">die </del>unterstützenden Service-Management-<del style="font-weight: bold; text-decoration: none;">Prozesse können die Prozessverantwortlichen die Qualität ihrer Prozesse beurteilen, was wiederum Grundlage für die Prozess-Verbesserung ist</del>."></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><meta name="twitter:image:alt" content="<ins style="font-weight: bold; text-decoration: none;">Service-Management</ins>-Kennzahlen <ins style="font-weight: bold; text-decoration: none;">bzw. KPIs (</ins>Key Performance <ins style="font-weight: bold; text-decoration: none;">Indicators</ins>) <ins style="font-weight: bold; text-decoration: none;">dienen zur Beurteilung der </ins>Service-Lifecycle-Prozesse und unterstützenden <ins style="font-weight: bold; text-decoration: none;">Prozesse im YaSM </ins>Service-Management-<ins style="font-weight: bold; text-decoration: none;">Prozessmodell</ins>."></div></td></tr>
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<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><div class="noresize"><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics"><img src="https://yasm.com/wiki/de/img/yasm-wiki/YaSM-Wiki-English.png" width="140" height="36" style="float:left;" alt="in English" title="This page in English" /></a></div><br style="clear:both;"/></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><div class="noresize"><a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics"><img src="https://yasm.com/wiki/de/img/yasm-wiki/YaSM-Wiki-English.png" width="140" height="36" style="float:left;" alt="in English" title="This page in English" /></a></div><br style="clear:both;"/<ins style="font-weight: bold; text-decoration: none;">></html</ins>></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del style="font-weight: bold; text-decoration: none;"><p></del><span id="md-webpage-description" itemprop="description"><i>Prozess-Kennzahlen</i> (manchmal auch 'Key Performance Indicators', 'KPIs' oder 'Metriken' genannt) werden verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen.</span<del style="font-weight: bold; text-decoration: none;">></html</del>></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><span id="md-webpage-description" itemprop="description"><i>Prozess-Kennzahlen</i> (manchmal auch 'Key Performance Indicators', 'KPIs' oder 'Metriken' genannt) werden verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen.</span></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''Weiter zu:''' [[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse|Prozess-Metriken für die Service-Lifecycle-Prozesse]] | [[YaSM-Kennzahlen/_Unterst%C3%BCtzende_Service-Management-Prozesse|Prozess-Metriken für die unterstützenden Service-Management-Prozesse]]</div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''Weiter zu:''' [[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse|Prozess-Metriken für die Service-Lifecycle-Prozesse]] | [[YaSM-Kennzahlen/_Unterst%C3%BCtzende_Service-Management-Prozesse|Prozess-Metriken für die unterstützenden Service-Management-Prozesse]]</div></td></tr>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/de/img/yasm-metrik/Service-management-kennzahlen-yasm.jpg" title="Service-Management Kennzahlen" itemprop="contentUrl"></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/de/img/yasm-metrik/Service-management-kennzahlen-yasm.jpg" title="Service-Management Kennzahlen" itemprop="contentUrl"></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="caption" content="<del style="font-weight: bold; text-decoration: none;">YaSM</del>-Kennzahlen: <del style="font-weight: bold; text-decoration: none;">Geeignete </del>Metriken (KPIs) zur Bewertung der Service-Management-Prozesse." /></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="caption" content="<ins style="font-weight: bold; text-decoration: none;">Service-Management</ins>-Kennzahlen: Metriken (KPIs) zur Bewertung der <ins style="font-weight: bold; text-decoration: none;">YaSM </ins>Service-Management-Prozesse." /></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="width" content="<del style="font-weight: bold; text-decoration: none;">629</del>" /></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="width" content="<ins style="font-weight: bold; text-decoration: none;">1200</ins>" /></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="height" content="<del style="font-weight: bold; text-decoration: none;">454</del>" /></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="height" content="<ins style="font-weight: bold; text-decoration: none;">900</ins>" /></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="Service Management Kennzahlen" /></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="Service Management Kennzahlen" /></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="YaSM Kennzahlen" /></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="YaSM Kennzahlen" /></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="Service Management KPIs" /></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><meta itemprop="keywords" content="Service Management KPIs" /></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><img <del style="font-weight: bold; text-decoration: none;">itemprop="thumbnailUrl" </del>style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/de/img/yasm-metrik/<del style="font-weight: bold; text-decoration: none;">Yasm</del>-<del style="font-weight: bold; text-decoration: none;">prozess</del>-kennzahlen.jpg" width="<del style="font-weight: bold; text-decoration: none;">396</del>" height="<del style="font-weight: bold; text-decoration: none;">294</del>" title="Service-Management Kennzahlen<del style="font-weight: bold; text-decoration: none;">" alt="Kennzahlen </del>(<del style="font-weight: bold; text-decoration: none;">KPIs</del>) zur <del style="font-weight: bold; text-decoration: none;">Bewertung </del>der YaSM Service-Management-<del style="font-weight: bold; text-decoration: none;">Prozesse</del>." /></a></div></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><img style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/de/img/yasm-metrik/<ins style="font-weight: bold; text-decoration: none;">Service</ins>-<ins style="font-weight: bold; text-decoration: none;">management</ins>-kennzahlen<ins style="font-weight: bold; text-decoration: none;">-yasm</ins>.jpg" width="<ins style="font-weight: bold; text-decoration: none;">480</ins>" height="<ins style="font-weight: bold; text-decoration: none;">360</ins>" title="Service-Management<ins style="font-weight: bold; text-decoration: none;">-</ins>Kennzahlen <ins style="font-weight: bold; text-decoration: none;">bzw. KPIs </ins>(<ins style="font-weight: bold; text-decoration: none;">Key Performance Indicators</ins>) <ins style="font-weight: bold; text-decoration: none;">dienen </ins>zur <ins style="font-weight: bold; text-decoration: none;">Beurteilung </ins>der <ins style="font-weight: bold; text-decoration: none;">Service-Lifecycle-Prozesse und unterstützenden Prozesse im </ins>YaSM Service-Management-<ins style="font-weight: bold; text-decoration: none;">Prozessmodell</ins>." /></a></div></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>Kennzahlen zu definieren bedeutet in erster Linie zu entscheiden, was genau unter einer "erfolgreichen" Prozessausführung zu verstehen ist. Steht dies einmal fest, können geeignete Kennzahlen definiert und anschließend gemessen werden. Anhand dieser Metriken können die Prozessverantwortlichen im Service-Management dann die Qualität ihrer Prozesse beurteilen, was wiederum Grundlage für die Prozess-Verbesserung ist.</html></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>Kennzahlen zu definieren bedeutet in erster Linie zu entscheiden, was genau unter einer "erfolgreichen" Prozessausführung zu verstehen ist. Steht dies einmal fest, können geeignete Kennzahlen definiert und anschließend gemessen werden. Anhand dieser Metriken können die Prozessverantwortlichen im Service-Management dann die Qualität ihrer Prozesse beurteilen, was wiederum Grundlage für die Prozess-Verbesserung ist.</html></div></td></tr>
</table>
Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=558&oldid=prev
Andrea am 19. März 2018 um 09:50 Uhr
2018-03-19T09:50:58Z
<p></p>
<a href="https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=558&oldid=503">Änderungen zeigen</a>
Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=503&oldid=prev
Andrea am 28. Mai 2017 um 10:30 Uhr
2017-05-28T10:30:10Z
<p></p>
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<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen#Quantitative_und_qualitative_Prozesskennzahlen<del style="font-weight: bold; text-decoration: none;">" itemprop="url</del>"><span itemprop="<del style="font-weight: bold; text-decoration: none;">title</del>">Quantitative vs. qualitative Kennzahlen</span></a> <del style="font-weight: bold; text-decoration: none;">› </del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><span <ins style="font-weight: bold; text-decoration: none;">itemprop</ins>=<ins style="font-weight: bold; text-decoration: none;">"itemListElement</ins>" itemscope itemtype="http://<ins style="font-weight: bold; text-decoration: none;">schema</ins>.org/<ins style="font-weight: bold; text-decoration: none;">ListItem</ins>"></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div></span></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><a <ins style="font-weight: bold; text-decoration: none;">itemprop="item" </ins>href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen#Quantitative_und_qualitative_Prozesskennzahlen"> <span itemprop="<ins style="font-weight: bold; text-decoration: none;">name</ins>">Quantitative vs. qualitative Kennzahlen</span></a></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><span <del style="font-weight: bold; text-decoration: none;">itemscope</del>="itemscope<del style="font-weight: bold; text-decoration: none;">" </del>itemtype="http://<del style="font-weight: bold; text-decoration: none;">data-vocabulary</del>.org/<del style="font-weight: bold; text-decoration: none;">Breadcrumb</del>"></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"><meta itemprop="position" content="2" /></ins></span> <ins style="font-weight: bold; text-decoration: none;">›</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/_Service-Lifecycle-Prozesse<del style="font-weight: bold; text-decoration: none;">" itemprop="url</del>"><span itemprop="<del style="font-weight: bold; text-decoration: none;">title</del>">Metriken: Service-Lifecycle-Prozesse</span></a> <del style="font-weight: bold; text-decoration: none;">› </del></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><span <ins style="font-weight: bold; text-decoration: none;">itemprop</ins>=<ins style="font-weight: bold; text-decoration: none;">"itemListElement</ins>" itemscope itemtype="http://<ins style="font-weight: bold; text-decoration: none;">schema</ins>.org/<ins style="font-weight: bold; text-decoration: none;">ListItem</ins>"></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div></span></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><a <ins style="font-weight: bold; text-decoration: none;">itemprop="item" </ins>href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/_Service-Lifecycle-Prozesse"> <span itemprop="<ins style="font-weight: bold; text-decoration: none;">name</ins>">Metriken: Service-Lifecycle-Prozesse</span></a></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><span <del style="font-weight: bold; text-decoration: none;">itemscope</del>="itemscope<del style="font-weight: bold; text-decoration: none;">" </del>itemtype="http://<del style="font-weight: bold; text-decoration: none;">data-vocabulary</del>.org/<del style="font-weight: bold; text-decoration: none;">Breadcrumb</del>"></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"><meta itemprop="position" content="3" /></ins></span> <ins style="font-weight: bold; text-decoration: none;">›</ins></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/_Unterst%C3%BCtzende_Service-Management-Prozesse<del style="font-weight: bold; text-decoration: none;">" itemprop="url</del>"><span itemprop="<del style="font-weight: bold; text-decoration: none;">title</del>">Metriken: Unterstützende Prozesse</span></a></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><span <ins style="font-weight: bold; text-decoration: none;">itemprop</ins>=<ins style="font-weight: bold; text-decoration: none;">"itemListElement</ins>" itemscope itemtype="http://<ins style="font-weight: bold; text-decoration: none;">schema</ins>.org/<ins style="font-weight: bold; text-decoration: none;">ListItem</ins>"></div></td></tr>
<tr><td colspan="2" class="diff-side-deleted"></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><a <ins style="font-weight: bold; text-decoration: none;">itemprop="item" </ins>href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/_Unterst%C3%BCtzende_Service-Management-Prozesse"> <span itemprop="<ins style="font-weight: bold; text-decoration: none;">name</ins>">Metriken: Unterstützende Prozesse</span></a<ins style="font-weight: bold; text-decoration: none;">></ins></div></td></tr>
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Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=354&oldid=prev
Andrea am 2. Oktober 2016 um 14:22 Uhr
2016-10-02T14:22:03Z
<p></p>
<a href="https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=354&oldid=148">Änderungen zeigen</a>
Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=148&oldid=prev
Andrea am 9. Februar 2015 um 18:06 Uhr
2015-02-09T18:06:19Z
<p></p>
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<td colspan="2" style="background-color: #fff; color: #202122; text-align: center;">Version vom 9. Februar 2015, 20:06 Uhr</td>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><html><div itemscope="itemscope" itemtype="https://schema.org/WebPage"><!-- define schema.org/WebPage --><p></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><html><div itemscope="itemscope" itemtype="https://schema.org/WebPage"><!-- define schema.org/WebPage --><p></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/en/index.php/<del style="font-weight: bold; text-decoration: none;">YaSM%20Metrics</del>"><img src="https://yasm.com/wiki/de/img/yasm-wiki/yasm-wiki-english.png" width="48" height="30" style="float:right;" alt="in English" title="This page in English" /></a><br style="clear:both;"/></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><a href="https://yasm.com/wiki/en/index.php/<ins style="font-weight: bold; text-decoration: none;">YaSM_Metrics</ins>"><img src="https://yasm.com/wiki/de/img/yasm-wiki/yasm-wiki-english.png" width="48" height="30" style="float:right;" alt="in English" title="This page in English" /></a><br style="clear:both;"/></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p><span itemprop="description"><i><span itemprop="name Headline" content="YaSM Prozess-Kennzahlen, YaSM-Kennzahlen">Prozess-Kennzahlen</span></i> (manchmal auch <span itemprop="alternativeHeadline" content="YaSM Key Performance Indicators, YaSM KPIs">"Key Performance Indicators, KPIs" oder "Metriken" genannt</span>) werden u.a. verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen.</span></p></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p><span itemprop="description"><i><span itemprop="name Headline" content="YaSM Prozess-Kennzahlen, YaSM-Kennzahlen">Prozess-Kennzahlen</span></i> (manchmal auch <span itemprop="alternativeHeadline" content="YaSM Key Performance Indicators, YaSM KPIs">"Key Performance Indicators<ins style="font-weight: bold; text-decoration: none;">"</ins>, <ins style="font-weight: bold; text-decoration: none;">"</ins>KPIs" oder "Metriken" genannt</span>) werden u.a. verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen.</span></p></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><p><b>Weiter zu:</b> <a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/<del style="font-weight: bold; text-decoration: none;">%20Service</del>-Lifecycle-Prozesse" title="Kennzahlen für die Service-Lifecycle-Prozesse">Prozess-Metriken für die Service-Lifecycle-Prozesse</a> | </div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><p><b>Weiter zu:</b> <a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/<ins style="font-weight: bold; text-decoration: none;">_Service</ins>-Lifecycle-Prozesse" title="Kennzahlen für die Service-Lifecycle-Prozesse">Prozess-Metriken für die Service-Lifecycle-Prozesse</a> | </div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/<del style="font-weight: bold; text-decoration: none;">%20Unterst</del>%C3%<del style="font-weight: bold; text-decoration: none;">BCtzende%20Service</del>-Management-Prozesse" title="Kennzahlen für die unterstützenden Service-Management-Prozesse">Prozess-Metriken für die unterstützenden Service-Management-Prozesse</a></html></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/<ins style="font-weight: bold; text-decoration: none;">_Unterst</ins>%C3%<ins style="font-weight: bold; text-decoration: none;">BCtzende_Service</ins>-Management-Prozesse" title="Kennzahlen für die unterstützenden Service-Management-Prozesse">Prozess-Metriken für die unterstützenden Service-Management-Prozesse</a></html></div></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><br></td></tr>
<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><p>&nbsp;</p></div></td></tr>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><td>Sprachversionen:</td></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><td>Sprachversionen:</td></div></td></tr>
<tr><td class="diff-marker" data-marker="−"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><td><span itemprop="inLanguage" content="de">Deutsch</span> | <span><a itemprop="citation" class="external TEXT" href="https://yasm.com/wiki/en/index.php/<del style="font-weight: bold; text-decoration: none;">YaSM%20Metrics</del>" title="YaSM Metrics">English</a></span></td></div></td><td class="diff-marker" data-marker="+"></td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><td><span itemprop="inLanguage" content="de">Deutsch</span> | <span><a itemprop="citation" class="external TEXT" href="https://yasm.com/wiki/en/index.php/<ins style="font-weight: bold; text-decoration: none;">YaSM_Metrics</ins>" title="YaSM Metrics">English</a></span></td></div></td></tr>
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<tr><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"></div></td><td class="diff-marker"></td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div><span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"></div></td></tr>
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Andrea
https://yasm.com/wiki/de/index.php?title=YaSM-Kennzahlen&diff=53&oldid=prev
Andrea am 2. Juni 2014 um 09:36 Uhr
2014-06-02T09:36:53Z
<p></p>
<p><b>Neue Seite</b></p><div><itpmch><title>YaSM Prozess-Kennzahlen | YaSM Service-Management-Wiki</title><br />
<meta name="keywords" content="yasm prozess kennzahlen, yasm prozesse kennzahlen, yasm metriken, yasm kpi, yasm kpis, service management metrik, yasm key performance indicators" /><br />
<meta name="description" content="YaSM Prozess-Kennzahlen werden verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen." /><br />
</itpmch><br />
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<a href="https://yasm.com/wiki/en/index.php/YaSM%20Metrics"><img src="https://yasm.com/wiki/de/img/yasm-wiki/yasm-wiki-english.png" width="48" height="30" style="float:right;" alt="in English" title="This page in English" /></a><br style="clear:both;"/><br />
<p>&nbsp;</p><br />
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<p><span itemprop="description"><i><span itemprop="name Headline" content="YaSM Prozess-Kennzahlen, YaSM-Kennzahlen">Prozess-Kennzahlen</span></i> (manchmal auch <span itemprop="alternativeHeadline" content="YaSM Key Performance Indicators, YaSM KPIs">"Key Performance Indicators, KPIs" oder "Metriken" genannt</span>) werden u.a. verwendet, um zu beurteilen, ob die Service-Management-Prozesse erwartungsgemäß ablaufen.</span></p><br />
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<p><b>Weiter zu:</b> <a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/%20Service-Lifecycle-Prozesse" title="Kennzahlen für die Service-Lifecycle-Prozesse">Prozess-Metriken für die Service-Lifecycle-Prozesse</a> | <br />
<a itemprop="significantLinks" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/%20Unterst%C3%BCtzende%20Service-Management-Prozesse" title="Kennzahlen für die unterstützenden Service-Management-Prozesse">Prozess-Metriken für die unterstützenden Service-Management-Prozesse</a></html><br />
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<p>&nbsp;</p><br />
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==Definition von Prozess-Kennzahlen==<br />
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<html><div itemscope itemtype="https://schema.org/ImageObject"><img itemprop="contentUrl" style="margin:5px 0px 30px 30px; float:right;" src="https://yasm.com/wiki/de/img/yasm-metrik/Yasm-prozess-kennzahlen.jpg" width="396" height="294" title="Abb. 1: YaSM Prozess-Kennzahlen." alt="Geeignete Kennzahlen zur Bewertung der YaSM Service-Management-Prozesse." /><meta itemprop="caption" content="YaSM Prozess-Kennzahlen: Geeignete Kennzahlen zur Bewertung der YaSM Service-Management-Prozesse."></div><br />
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<p>Geeignete Kennzahlen zu definieren bedeutet in erster Linie zu entscheiden, was genau unter einer "erfolgreichen" Prozessausführung zu verstehen ist. Steht dies einmal fest, können geeignete Kennzahlen definiert und anschließend gemessen werden. Anhand dieser Kennzahlen können die Prozessverantwortlichen dann die Qualität ihrer Prozesse beurteilen, was wiederum Grundlage für die Prozessverbesserung ist.</html><br />
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Wie die Kennzahlen im Einzelnen definiert werden, hängt selbstverständlich von der Organisation des Service-Providers ab, die in diesem Dokument enthaltenen Kennzahlen sind somit lediglich als Vorschläge zu verstehen.<br />
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Im Prinzip gibt es genügend Empfehlungen für Kennzahlen im Bereich des Service Management. Sollten mehr Anregungen benötigt werden, kann man auf die verschiedenen Service-Management-Rahmenwerke zurückgreifen, wie beispielsweise ITIL&reg; [[#ITIL|[2]]], COBIT&reg; [[#COBIT|[2]]] und USMBOK&trade; [[#USMBOK|[3]]] - wir würden jedoch empfehlen, einen bedarfsgerechten Satz von Kennzahlen oder KPIs zu verwenden, der langfristig gemanagt und umgesetzt werden kann.<br />
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Ein gängiges Prinzip besagt, dass Prozesskennzahlen ''SMART'' sein sollten:<br />
*Specific (spezifisch, d.h. konkret)<br />
*Measurable (messbar)<br />
*Achievable (erreichbar)<br />
*Result-oriented (ergebnisorientiert)<br />
*Timely (zeitnah)<br />
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<p>&nbsp;</p><br />
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==Quantitative und qualitative Prozesskennzahlen==<br />
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Bei der Entwicklung von Kennzahlen wird häufig zwischen "quantitativen" und "qualitativen" Kennzahlen unterschieden (auch wenn der Übergang manchmal fließend ist):<br />
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*<i>Quantitative Kennzahlen</i> beziehen sich in der Regel auf direkte Messungen von Mengen und Häufigkeiten (z.B. die Anzahl von Serviceaufträgen, die dem 1st-Level-Support berichtet werden). Solche Kennzahlen sagen vielleicht nicht viel über die Qualität des Prozesses für die Bearbeitung von Serviceaufträgen aus, aber sie können für das Managen der Ressourcen nützlich sein, die für die Bearbeitung von Serviceaufträgen benötigt werden.<br />
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*<i>Qualitative Kennzahlen</i> haben einen direkteren Bezug zum Erfolg der Prozessausführung. Wenn ein Service-Provider beispielsweise einen hohen Anteil der Incidents direkt im 1st-Level-Support lösen möchte, würde die Lösungsquote des 1st-Level-Supports eine geeignete qualitative Kennzahl abgeben.<br />
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<p>&nbsp;</p><br />
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==<span id="metrics-lp">Kennzahlen für die Service-Lifecycle-Prozesse</span>==<br />
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[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse|Prozess-Kennzahlen für die Service-Lifecycle-Prozesse]]:<br />
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*[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp1|LP1: Festlegen der strategischen Richtung]]<br />
*[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp2|LP2: Designen neuer oder geänderter Services]]<br />
*[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp3|LP3: Erstellen neuer oder geänderter Services]]<br />
*[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp4|LP4: Betreiben der Services]]<br />
**[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp4.6|LP 4.6: Lösen von Incidents und Service Requests]]<br />
**[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp4.7|LP 4.7: Lösen von Problemen]]<br />
*[[YaSM-Kennzahlen/_Service-Lifecycle-Prozesse#metrik-lp5|LP5: Verbessern der Services]]<br />
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<p>&nbsp;</p><br />
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==<span id="metrics-sp">Kennzahlen für die unterstützenden Prozesse</span>==<br />
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[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse|Prozess-Kennzahlen für die unterstützenden Service-Management-Prozesse]]:<br />
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*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp1|SP1: Einrichten und Pflegen des Service-Management-Systems]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp2|SP2: Pflegen des Serviceportfolios]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp3|SP3: Pflegen der Kundenbeziehungen]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp4|SP4: Verwalten von Konfigurations-Informationen]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp5|SP5: Bewerten und Koordinieren von Changes]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp6|SP6: Managen von Projekten]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp7|SP7: Gewährleisten der Sicherheit]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp8|SP8: Vorbereiten auf Katastrophen-Ereignisse]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp9|SP9: Sicherstellen von Compliance]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp10|SP10: Managen von Personal-Ressourcen]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp11|SP11: Managen von Lieferanten und Dienstleistern]]<br />
*[[YaSM-Kennzahlen/_Unterstützende_Service-Management-Prozesse#metrik-sp12|SP12: Managen der Service-Finanzen]]<br />
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<p>&nbsp;</p><br />
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== <small>Anmerkungen</small> ==<br />
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<small>''[1] <span id="ITIL">ITIL&reg; ist eine eingetragene Marke von AXELOS Limited.</span>''<br /><br />
''[2] <span id="COBIT">COBIT&reg; ist eine eingetragene Marke von ISACA (Information Systems Audit and Control Association).</span>''<br /><br />
''[3] <span id="USMBOK">USMBOK&trade; ist eine eingetragene Marke von Virtual Knowledge Solutions International Incorporated (VKSII).</span>''</small><br />
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<p>&nbsp;</p><br />
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==[ Infobox ]==<br />
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<html><table class="wikitable"><br />
<tr><br />
<td>Link zu dieser Seite:</td><br />
<td><a itemprop="url" href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen">https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen</a></td><br />
</tr><br />
<tr><br />
<td>Sprachversionen:</td><br />
<td><span itemprop="inLanguage" content="de">Deutsch</span> | <span><a itemprop="citation" class="external TEXT" href="https://yasm.com/wiki/en/index.php/YaSM%20Metrics" title="YaSM Metrics">English</a></span></td><br />
</tr><br />
<tr><br />
<td>Image:</td><br />
<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://yasm.com/wiki/de/img/yasm-metrik/Yasm-prozess-kennzahlen.jpg" title="YaSM Prozess-Kennzahlen">YaSM Prozess-Kennzahlen (.JPG)</a></td><br />
</tr><br />
<tr><br />
<td>Autoren:</td><br />
<td><span itemprop="author">Andrea Kempter</span> &nbsp; <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/wiki/de/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="Von/ By: Andrea Kempter | Profil auf Google+" alt="Autor: Andrea Kempter, IT Process Maps GbR" /></a>&nbsp; und &nbsp; <br />
<span itemprop="contributor">Stefan Kempter</span> &nbsp; <a href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/wiki/de/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="Von/ By: Stefan Kempter | Profil auf Google+" alt="Autor: Stefan Kempter, IT Process Maps GbR" /></a> &nbsp; - &nbsp; <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>.</td><br />
</tr><br />
</table><br />
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<p><small><br />
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"><br />
<a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen#Definition_von_Prozess-Kennzahlen" itemprop="url"><span itemprop="title">Definition von Prozess-Kennzahlen</span></a> › <br />
</span><br />
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"><br />
<a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen#Quantitative_und_qualitative_Prozesskennzahlen" itemprop="url"><span itemprop="title">Quantitative vs. qualitative Kennzahlen</span></a> › <br />
</span><br />
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"><br />
<a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/%20Service-Lifecycle-Prozesse" itemprop="url"><span itemprop="title">Metriken: Service-Lifecycle-Prozesse</span></a> › <br />
</span><br />
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb"><br />
<a href="https://yasm.com/wiki/de/index.php/YaSM-Kennzahlen/%20Unterst%C3%BCtzende%20Service-Management-Prozesse" itemprop="url"><span itemprop="title">Metriken: Unterstützende Prozesse</span></a><br />
</span><br />
</small></p><br />
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Andrea