Service Management Metrics - Revision history

Andrea at 14:20, 10 June 2025

2025-06-10T14:20:43Z

Andrea at 14:29, 24 July 2024

2024-07-24T14:29:38Z

← Older revision		Revision as of 16:29, 24 July 2024
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	<itpmch><title>Service Management Metrics \| YaSM ~~Service Management~~ Wiki</title>		<itpmch><title>Service Management Metrics \| YaSM Wiki</title>
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Kennzahlen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="~~140~~" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service-Management-Kennzahlen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>
	~~<p> </p~~>

	<span id="md-webpage-description" itemprop="description">Service management metrics (at times also referred to as 'key performance indicators' or 'KPIs') are used to assess if the processes are running according to expectations.</span>		<span id="md-webpage-description" itemprop="description"><b><span style="color:#465674;">Service management metrics</span></b> (at times also referred to as '<b><span style="color:#465674;">key performance indicators</span></b>' or '<b><span style="color:#465674;">KPIs</span></b>') are used to assess if the processes are running according to expectations.</span>

	<html><div ~~style="float:right;"><div id~~="https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg" itemscope itemtype="https://schema.org/ImageObject">
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	<meta itemprop="caption" content="Service management metrics: Suitable metrics (KPIs) to measure the YaSM service management processes." />		<meta itemprop="caption" content="Service management metrics: Suitable metrics (KPIs) to measure the YaSM service management processes." />
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	<meta itemprop="datePublished" content="2019-06-16" />		<meta itemprop="datePublished" content="2019-06-16" />
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	<img itemprop="thumbnailUrl" style="margin:5px 0px 20px 20px; float:right;" src="https://yasm.com/wiki/en/img/yasm-metric/Yasm-process-metrics.jpg" width="480" height="360" title="Service management metrics" alt="Service management metrics (Key Performance Indicators - KPIs) are used to measure the performance of the YaSM service management processes." /></a><div class="thumbcaption" style="margin:5px 0px 20px 20px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg" title="Service management metrics">Service management metrics</a></b></span><br />Metrics (KPIs) to measure the YaSM service management processes.</div></div></div></html>

	<span style="word-wrap:normal;">[[#Defining_process_metrics\|Defining~~ ~~KPIs]] is above all about deciding what exactly is considered "successful" process execution.</span>		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg" title="Service management metrics"><img srcset="https://yasm.com/wiki/en/img/yasm-metric/Yasm-process-metrics.jpg 480w, https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-metric/Yasm-process-metrics.jpg" fetchpriority="high" decoding="async" width="480" height="360" class="mw-file-element" alt="Service management metrics (Key Performance Indicators - KPIs) are used to measure the performance of the YaSM service management processes." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-metric/Service-management-metrics-yasm.jpg" title="Service management metrics">Service management metrics</a></b><br />Metrics (KPIs) to measure the YaSM service management processes.</span></figcaption></figure></div></html>

			<span style="word-wrap:normal;">[[#Defining_process_metrics\|Defining KPIs]] is above all about deciding what exactly is considered "successful" process execution.</span>

	<html>Once this is established, suitable <a href="#Quantitative_and_qualitative_metrics" title="Quantitative and qualitative KPIs">quantitative and qualitative metrics</a> for the service management processes (the <a href="#KPIs_for_lifecycle_processes" title="KPIs for the lifecycle processes in service management">service lifecycle processes</a> and <a href="#KPIs_for_supporting_processes" title="KPIs for the supporting processes in service management">the supporting processes</a>) can be defined and subsequently measured. The process owners are then in a position to evaluate the quality of their processes, which in turn is the basis for process improvement.</html>		<html>Once this is established, suitable <a href="#Quantitative_and_qualitative_metrics" title="Quantitative and qualitative KPIs">quantitative and qualitative metrics</a> for the service management processes (the <a href="#KPIs_for_lifecycle_processes" title="KPIs for the lifecycle processes in service management">service lifecycle processes</a> and <a href="#KPIs_for_supporting_processes" title="KPIs for the supporting processes in service management">the supporting processes</a>) can be defined and subsequently measured. The process owners are then in a position to evaluate the quality of their processes, which in turn is the basis for process improvement.</html>

	<p> </p>		<p> </p>

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Andrea at 15:49, 30 December 2023

2023-12-30T15:49:02Z

← Older revision		Revision as of 17:49, 30 December 2023
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Stefan: Renamed process: SP8: Ensure continuity; replaced the term disaster with critical event.

2023-11-11T17:57:53Z

Renamed process: SP8: Ensure continuity; replaced the term disaster with critical event.

Andrea at 18:07, 26 November 2022

2022-11-26T18:07:22Z

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Andrea at 15:27, 21 July 2021

2021-07-21T15:27:19Z

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Andrea at 10:36, 16 June 2019

2019-06-16T10:36:10Z

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Andrea at 17:42, 28 March 2019

2019-03-28T17:42:07Z

← Older revision		Revision as of 19:42, 28 March 2019
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	[3] <span id="USMBOK">USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).</span>		[3] <span id="USMBOK">USMBOK™ is a registered trade mark of Virtual Knowledge Solutions International Incorporated (VKSII).</span>

	<html>By:  Andrea Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/~~google~~.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>  and  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Contributor: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>

Andrea at 11:35, 27 February 2019

2019-02-27T11:35:24Z

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Andrea at 11:08, 16 December 2018

2018-12-16T11:08:27Z

← Older revision		Revision as of 13:08, 16 December 2018
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	<p>Defining KPIs is above all about deciding what exactly is considered "successful" process execution. Once this is established, suitable metrics can be defined and subsequently measured. The process owners are then in a position to evaluate the quality of their processes, which in turn is the basis for process improvement.</html>		<p>Defining KPIs is above all about deciding what exactly is considered "successful" process execution. Once this is established, suitable metrics can be defined and subsequently measured. The process owners are then in a position to evaluate the quality of their processes, which in turn is the basis for process improvement.</html>

← Older revision		Revision as of 19:57, 11 November 2023
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	<p> </p>		<p> </p>

	===<span id="metrics-sp7">Metrics for the security process</span>===		===<span id="metrics-sp7">Metrics for the security management process</span>===

	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"
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	<p> </p>		<p> </p>

	===<span id="metrics-sp8">Metrics for the ~~disaster preparation~~ process</span>===		===<span id="metrics-sp8">Metrics for the service continuity management process</span>===

	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"
	\|-		\|-
	\|+ style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"\|Process metrics: "~~Prepare for disaster events~~"		\|+ style="background:#465674; color:#ffffff; font-size: 110%" colspan="2"\|Process metrics: "Ensure continuity"
	\|-		\|-
	!style="background:#eeeeee; width:30%"\|Quantitative process metrics		!style="background:#eeeeee; width:30%"\|Quantitative process metrics
	!style="background:#eeeeee; width:70%"\|Definition		!style="background:#eeeeee; width:70%"\|Definition
	\|-		\|-
	\|Number of managed ~~disaster~~ events		\|Number of managed critical events
	\|		\|
	*Number of (types of) ~~disaster~~ events for which prevention measures are deemed necessary and which are managed through the register of managed ~~disaster~~ events.		*Number of (types of) critical, disruptive events for which prevention measures are deemed necessary and which are managed through the register of managed critical events.
	\|-		\|-
	\|Number of continuity plans		\|Number of continuity plans
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	!style="background:#eeeeee; width:70%"\|Definition		!style="background:#eeeeee; width:70%"\|Definition
	\|-		\|-
	\|Percentage of managed ~~disaster~~ events covered by continuity arrangements		\|Percentage of managed critical events covered by continuity arrangements
	\|		\|
	*Percentage of identified and managed ~~disaster~~ events which are covered by suitable continuity plans.		*Percentage of identified and managed critical, disruptive events which are covered by suitable continuity plans.
	\|-		\|-
	\|Number of implemented continuity arrangements		\|Number of implemented continuity arrangements
	\|		\|
	*Number of continuity arrangements which were implemented in response to newly identified threats from ~~disaster~~ events.		*Number of continuity arrangements which were implemented in response to newly identified threats from critical events.
	\|-		\|-
	\|Time for implementation of continuity arrangements		\|Time for implementation of continuity arrangements
	\|		\|
	*Average duration from the identification of a new threat from a ~~disaster~~ event to the implementation of a suitable response.		*Average duration from the identification of a new threat from a critical event to the implementation of a suitable response.
	\|-		\|-
	\|Number of ~~disaster~~ events		\|Number of critical events
	\|		\|
	*Number of ~~disaster~~ events occurred during the reporting period.		*Number of critical events occurred during the reporting period.
	\|-		\|-
	\|Number of ~~disaster~~ events with continuity arrangements in place		\|Number of critical events with continuity arrangements in place
	\|		\|
	*Number of ~~disaster~~ events occurred during the reporting period for which a suitable continuity plan was in place.		*Number of critical events occurred during the reporting period for which a suitable continuity plan was in place.
	\|-		\|-
	\|Number of continuity training sessions		\|Number of continuity training sessions
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	*Number of issues identified during continuity tests to be addressed by continuity improvement initiatives.		*Number of issues identified during continuity tests to be addressed by continuity improvement initiatives.
	\|}		\|}
	<p style="float:right;">→ [[SP8: ~~Prepare for disaster events~~\|Process description]] \| → [[#sp-metrics\|top]]</p>		<p style="float:right;">→ [[SP8: Ensure continuity\|Process description]] \| → [[#sp-metrics\|top]]</p>

	<p> </p>		<p> </p>
	<p> </p>		<p> </p>

	===<span id="metrics-sp9">Metrics for the compliance process</span>===		===<span id="metrics-sp9">Metrics for the compliance management process</span>===

	{\| class="wikitable" style="background: white;"		{\| class="wikitable" style="background: white;"