ITIL Continual Service Improvement

Example Metrics

Incident Management
• Total number of incidents
• Mean elapsed time to achieve incident resolution
• Number and percentage of the incidents processed per Service Desk agent
• Breakdown of incidents by time of day

Request Fulfillment
• Breakdown of service requests at each state (e.g. logged, in progress, closed, etc.)
• Mean elapsed time for handling each type of Service Request
• Number and percentage of Service Requests completed within agreed target times

Change Management
• Number and percentage of changes implemented to services which met the customer’s agreed
requirements
• Reduction in unauthorized changes
• Reduction in the number and percentage of unplanned and emergency changes
• Percent accuracy in change estimate

Service Asset and Configuration

• Ratio of used licenses against paid licenses (should be close to 100%)
• Percentage reduction in business impact of outages and incidents caused by poor asset and
configuration
• Percentage improvement in maintenance scheduling over the life of an asset (not too much, not
too late)

Release and Deployment

• Variance from service performance required by customers (minimal and reducing)
• Increased customers and user satisfaction with the services delivered
• Reduced resources and costs to diagnose and fix incidents and problems in deployment and
production
• Reusable test models developed that can be used for regression testing in future releases

Problem Management
• Total number of problems recorded in the period
• Percentage of problems resolved within Service Level Agreement targets
• Number and percentage of problems that exceeded their target resolution times
• Percentage of major problem reviews completed successfully and on time

Event Management
• Number of events by category
• Number and percentage of events that required human intervention
• Number and percentage of repeated or duplicated events.
• Number and percentage of events indicated performance issues