MODELO ABREVIADO DE INDICADORES ITIL

http://www.itsmf.es Version: 0a - 24 Octubre 2006

Generado por el Comit de Estndares

- Incluye comentarios mesa de debate itSMF 23 Octubre 2006

- Pendiente aprobacin por el Comit de Estndares (previsto 15 Nov 06)

Fuentes:
- Libros ITIL v2: How to Implement, Service Support, Service Delivery
- COBIT 4.0
- Libro Metrics for IT Service Manager (itSMF-NL)
- Benchmarking del mercado

365023146.xls Portada 1 09/05/2017

 Relacin de Mtricas Capa de Cebolla Service Support
Rango de valores Tipo de Indicador Contribucin a Escenarios de Negocio
X - Directa, x- Indirecta
Proceso Cod Indicador Valor Valor Tolerancia KGI de KGI KPI Reduccon Expansin Innovacin Mejora
ptimo Riesgo Serv. No TI Proceso Proceso Costes Servicios Calidad
Crticos
SD01 Number total of calls X X - - -
SD02 Number of calls per agent X X
SD03 Average of calls that exceed SLA X x x x X
SD04 Average call time X X
Service Desk SD05 User Satisfaction with SD 80% 60% 15% X x x x X
SD SD06 Percentaje of calls that come via the 60% 20% X X X
web
SD07 Percentaje of calls drooped by users 6% 8% 20% X X
SD08 Percentaje of incidents from even X X x x X
management
IM01 Number total of incidents X X X
IM02 Percentaje of incidents resolved by 1st 85% 65% X X X
Line Support
IM03 Percentaje of incidents resolved in self- X X x X
service
IM04 Percentaje of incidents incorrectly 20% 30% X x X
assigned
Incident IM05 Average time to resolve incidents 20min. 30min. 20% X X x
Management IM06 Percentaje of calls that are Service 15% 5% X - - - -
IN Request
IM07 Percentaje of proactively resolved 15% - X x x X
incidents
IM08 Percentaje of incidents resolved within 90% 84% Pri.Alta X X
target time by priority 0,5%
Pri. Baja 5%
IM09 Average cost of incident resolution X X x
IM10 Porcentaje de incidencias reclamadas X X x X
PR01 Number of open problems - - X X X
PR02 Number of active workarounds - - X X X
PR03 Number of problems closed - - X X X
PR04 Number of incidents resolved by Know 50 inc. 20 inc. X X X
Errors (average)
Problem
PR05 Number totoal of Konwn Errors in the - - X X X
Management
problem database at the enn of the
PR
period
PR06 Number of RFCs raised by proactive - - X X x X
Problem Management
PR07 Average time to close a problem 3 dias 5 das X X X
PR08 Average cost of solving a problem X X x
CO01 Number of cambios en la CMDB X x x X
originados por CIs incorrectos
Configuration
CO02 Percentaje CIs audited succesfully 95% 90% X X x X
Management
CO CO03 Accesos per cpita a la CMDB X x X
CO04 Average of CIs automated updating 80% 50% X X X X X
CO05 Average cost of CI management X X x x x
CH01 Percentaje of failed changes 5% 10% X x X
CH02 Percentaje of changes on time 95% 90% X X X
CH03 Percentaje of changes causing 5% 10% X x X
Change incidentes
Management CH04 Number of Changes X X
CH CH05 Average of Changes correctives 25% 30% 20% X X
CH06 Number of Emergency Changes X X
CH07 Average change cost of correctives X X X
CH08 Average change cost evolutives X X X
EN01 Installed software not in DSL X X
EN02 Number of incidentes caused by release X x X
Release
Management EN03 Percentaje of releases on time 95% 90% X X X
EN EN04 Number of untested releases X X
EN05 Average of releases roll-out X X X x
automatically
EN06 Average cost of release X X

365023146.xls Service Support 2 09/05/2017

 Mtricas Capa de Cebolla Service Delivery
Rango de valores Tipo de Indicador Contribucin a Escenarios de Negocio
X - Directa, x- Indirecta
Proceso Cod Indicador Valor Valor Tolerancia KGI de KGI KPI Reduccon Expansin Innovacin Mejora
ptimo Riesgo Serv. No TI Proceso Proceso Costes Servicios Calidad
Crticos
SM01 Percentaje of SLA targets missed 4% 12% 40% X x X
SM02 Percentaje of SLA targets threatened 6% 15% 50% X x X
SM03 Percentaje of SLA breaches caused by 2% 5% 15% X x X
third party support contracts
Service Level SM04 Service Delivery cost 100% 102% 1% X X X X
Manager
SM05 Percentaje of OLAs not yet agreed upon X X X X X
SM06 Percentaje of Underpinning Contracts not X X X X X
meet esential SLAs agreement
SM07 Customer/User Satisfaction with TI 75% 70% 15% X X X X
CM01 Ratio CPU used 60% 70% X x X
CM02 Ratio capacity disk used 70% 80% X x X
CM03 Porcentaje de presupuesto gastado en X x X
compras urgentes sobre el presupuesto 5% 10%
Capacity planificado
Management
CM04 Porcentaje de incidencias causadas por X x X x x
falta de capacidad/rendimiento
CM05 Porcentaje de desviacin previsto en el X X x x
Capacity Planning frente al real utilizado
DR01 Percentaje of services covered by IT 95% 85% X x x X
Service Continuity (ITSC) plan
Service
DR02 Delay in ITSC plan completion/update 1 days 5 days X x x X
Continuity
Management DR03 Delay in ITSC test date 5 days 10 days X x x X
DR04 Average of servicer recovered on time in X x x X
ITSC test
FI01 Percentaje of services with detailed cost 70% 50% X X x x
accounting
FI02 Percentaje of accurary of the last financial 90% 85% X X x x X
forecast
FI03 Peso del presupuesto inversin / X X X X
presupuesto total
Financial
Management FI04 Coste por unidad de potencia de proceso 400 700 X X X x
FI05 Coste por unidad de almacenamiento 7 20 X X X x
FI06 Porcentaje de presupuesto dedicado a X X X
seguridad informtica
FI07 ITR (ratio presupuesto IT / Volumen de 4 6 X X X x
facturacin de la empresa)
AM01 % disponibilidad total de los servicios X x X
crticos
AM02 % disponibilidad total de los servicios X x X
prestados por terceras partes
Availability AM03 MTBSI (Mean Time Between Systems X X x X
Management Incidents)
AM04 MTTR (Mean Tiem To Repair "downtime", 20 40 X X x X
Mean Time To Restore), minutos minutos
AM05 Number of repeat failures X X X

365023146.xls Service Delivery 3 09/05/2017

 ENCUESTA Mtricas Capa de Cebolla Service Support

Cules son las 3 mtricas ms importantes a tu parecer de cada proceso?

Proceso Cod Indicador IMPRESCINDIBLES

SD01 Number total of calls

SD02 Number of calls per agent
SD03 Average of calls that exceed SLA
SD04 Average call time
Service Desk SD05 User Satisfaction with SD
SD06 Percentaje of calls that come via the web
SD07 Percentaje of calls drooped by users
SD08 Percentaje of incidents from even management

IM01 Number total of incidents

IM02 Percentaje of incidents resolved by 1st Line
Support
IM03 Percentaje of incidents resolved in self-service

IM04 Percentaje of incidents incorrectly assigned

Incident
Management
IM05 Average time to resolve incidents
IM06 Percentaje of calls that are Service Request
IM07 Percentaje of proactively resolved incidents
IM08 Percentaje of incidents resolved within target
time by priority
IM09 Average cost of incident resolution
IM10 Porcentaje de incidencias reclamadas
PR01 Number of open problems
PR02 Number of active workarounds
PR03 Number of problems closed
PR04 Number of incidents resolved by Know Errors
(average)
Problem PR05 Number totoal of Konwn Errors in the problem
Management
database at the enn of the period
PR06 Number of RFCs raised by proactive Problem
Management
PR07 Average time to close a problem
PR08 Average cost of solving a problem
CO01 Number of unauthorized configurations
CO02 Percentaje CIs audited succesfully
Configuration CO03 Average of incidents due to a bad quality of the
Management CMDB
CO04 Average of CIs automated updating
CO05 Average cost of CI management
CH01 Percentaje of failed changes
CH02 Percentaje of changes on time
CH03 Percentaje of changes causing incidentes
Change CH04 Number of Changes
Management CH05 Average of Changes correctives
CH06 Number of Emergency Changes
CH07 Average change cost of correctives
CH08 Average change cost evolutives
EN01 Installed software packages not in DSL
EN02 Number of incidentes caused by release

Release
EN03 Percentaje of releases on time
Management
EN04 Number of untested releases
EN05 Average of releases roll-out automatically
EN06 Average cost of release

365023146.xls Encuesta SS 4 09/05/2017

 ENCUESTA Mtricas Capa de Cebolla Service Delivery

Cules son las 3 mtricas ms importantes a tu parecer de cada proceso?

Proceso Cod Indicador IMPRESCINDIBLES

SM01 Percentaje of SLA targets missed

SM02 Percentaje of SLA targets threatened
SM03 Percentaje of SLA breaches caused by third party
Service Level
support contracts
Manager SM04 Service Delivery cost
SM05 Percentaje of OLAs and Underpinning Contracts not
yet agreed upon
SM06 Customer/User Satisfaction with TI
CM01 Ratio CPU used
Capacity CM02 Ratio capacity disk used
Management CM03 Porcentaje de presupuesto gastado en compras
urgentes sobre el presupuesto planificado
DR01 Percentaje of services covered by IT Service
Service Continuity (ITSC) plan
Continuity
Management DR02 Delay in ITSC plan completion/update
DR03 Delay in ITSC test date
FI01 Percentaje of services with detailed cost accounting

FI02 Percentaje of accurary of the last financial forecast

FI03 Peso del presupuesto inversin / presupuesto total

Financial
Management FI04 Coste por unidad de potencia de proceso
FI05 Coste por unidad de almacenamiento
FI06 Porcentaje de presupuesto dedicado a seguridad
informtica
FI07 ITR (ratio presupuesto IT / Volumen de facturacin de
la empresa)
AM01 % disponibilidad total de los servicios crticos

AM02 % disponibilidad total de los servicios prestados por

terceras partes
Availability
AM03 MTBF(Mean Time Between systems Fails)
Management
AM04 MTTR (Mean Tiem To Repair "downtime", Mean Time
To Restore),
AM05 Number of repeat failures

365023146.xls Encuesta SD 5 09/05/2017