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

139077899.xls.ms_office Portada

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Relacin de Mtricas Capa de Cebolla Service Support

Rango de valores Proceso Cod Indicador Valor ptimo Valor Riesgo Tolerancia Serv. No Crticos Tipo de Indicador KGI de TI Contribucin a Escenarios de Negocio X - Directa, x- Indirecta KGI KPI Reduccon Expansin Innovacin Mejora Proceso Proceso Costes Servicios Calidad X X X X 80% 60% 6% 60% 20% 8% 15% X X 20% X X X 85% 65% X X 20% 20min. 15% 15% 90% 30% 30min. 5% 84% Pri.Alta 0,5% Pri. Baja 5% X 20% X X X X X X X X x X x x X X x X X x x X X x X x X x x x x X X X

Service Desk SD

SD01 SD02 SD03 SD04 SD05 SD06

Incident Management IN

Number total of calls Number of calls per agent Average of calls that exceed SLA Average call time User Satisfaction with SD 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 selfservice IM04 Percentaje of incidents incorrectly assigned 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 IM10 PR01 PR02 PR03 PR04 Average cost of incident resolution Porcentaje de incidencias reclamadas Number of open problems Number of active workarounds Number of problems closed Number of incidents resolved by Know Errors (average) Number totoal of Konwn Errors in the problem database at the enn of the period Number of RFCs raised by proactive Problem Management Average time to close a problem Average cost of solving a problem Number of cambios en la CMDB originados por CIs incorrectos Percentaje CIs audited succesfully Accesos per cpita a la CMDB Average of CIs automated updating Average cost of CI management Percentaje of failed changes Percentaje of changes on time Percentaje of changes causing incidentes Number of Changes Average of Changes correctives Number of Emergency Changes Average change cost of correctives Average change cost evolutives Installed software not in DSL

X X X X

X X 50 inc. 20 inc. X X X X X

X X X X X X X

x x

X X X X X X

Problem Management PR

PR05

PR06 PR07 PR08 CO01 Configuration CO02 Management CO03 CO CO04 CO05 CH01 CH02 CH03 Change Management CH04 CH CH05 CH06 CH07 CH08 EN01 Release Management EN

3 dias

5 das

X X X X X X X X X X X X X X X X X X

X X X x X x X X

X X

x x x X x x X X x

X X X X x X X X

95% 80% 5% 95% 5%

90% 50% 10% 90% 10%

x X X X X X x X X X X X X x

25%

30%

20%

X X X X X X

EN02 Number of incidentes caused by release EN03 Percentaje of releases on time EN04 Number of untested releases EN05 Average of releases roll-out automatically EN06 Average cost of release 139077899.xls.ms_office Service Support 95% 90%

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Mtricas Capa de Cebolla Service Delivery

Rango de valores Proceso Cod Indicador Valor ptimo 4% 6% 2% 100% Valor Riesgo 12% 15% 5% 102% Tolerancia Serv. No Crticos 40% 50% 15% 1% X X X 75% 60% 70% 5% 70% 70% 80% 10% X X 95% 1 days 5 days 85% 5 days 10 days X X X X X X X 400 7 700 20 X X X 4 6 X X X X 20 minutos 40 minutos X X 3 X X X X X X X X X X X x x x x x X X x x x x x x x X X X X x X X X X X 4/10/2013 x x x x x x x x X x x X X X X X x 15% X X X X Contribucin a Escenarios de Negocio X - Directa, x- Indirecta KGI de KGI KPI Reduccon Expansin Innovacin Mejora TI Proceso Proceso Costes Servicios Calidad X X X x X X X X X X X x x x X X X X x x X X X Tipo de Indicador

Service Level Manager

SM01 Percentaje of SLA targets missed SM02 Percentaje of SLA targets threatened SM03 Percentaje of SLA breaches caused by third party support contracts SM04 Service Delivery cost SM05 Percentaje of OLAs not yet agreed upon SM06 Percentaje of Underpinning Contracts not meet esential SLAs agreement SM07 Customer/User Satisfaction with TI CM01 Ratio CPU used CM02 Ratio capacity disk used CM03 Porcentaje de presupuesto gastado en compras urgentes sobre el presupuesto planificado CM04 Porcentaje de incidencias causadas por falta de capacidad/rendimiento CM05 Porcentaje de desviacin previsto en el Capacity Planning frente al real utilizado DR01 Percentaje of services covered by IT Service Continuity (ITSC) plan DR02 Delay in ITSC plan completion/update DR03 Delay in ITSC test date DR04 Average of servicer recovered on time in ITSC test FI01 Percentaje of services with detailed cost accounting FI02 Percentaje of accurary of the last financial forecast FI03 Peso del presupuesto inversin / presupuesto total FI04 Coste por unidad de potencia de proceso FI05 FI06 FI07 AM01 AM02 Coste por unidad de almacenamiento Porcentaje de presupuesto dedicado a seguridad informtica ITR (ratio presupuesto IT / Volumen de facturacin de la empresa) % disponibilidad total de los servicios crticos % disponibilidad total de los servicios prestados por terceras partes MTBSI (Mean Time Between Systems Incidents) MTTR (Mean Tiem To Repair "downtime", Mean Time To Restore), Number of repeat failures

X X X X X X

Capacity Management

Service Continuity Management

70% 90%

50% 85%

Financial Management

Availability Management

AM03 AM04 AM05

139077899.xls.ms_office Service Delivery

ENCUESTA Mtricas Capa de Cebolla Service Support Cules son las 3 mtricas ms importantes a tu parecer de cada proceso?
Proceso Cod SD01 SD02 SD03 SD04 SD05 SD06 SD07 SD08 IM01 IM02 Indicador IMPRESCINDIBLES

Service Desk

Number total of calls Number of calls per agent Average of calls that exceed SLA Average call time User Satisfaction with SD Percentaje of calls that come via the web Percentaje of calls drooped by users Percentaje of incidents from even management

Number total of incidents Percentaje of incidents resolved by 1st Line Support IM03 Percentaje of incidents resolved in self-service
Incident Management IM04 IM05 IM06 IM07 IM08 IM09 IM10 PR01 PR02 PR03 PR04 Problem Management PR05 PR06 PR07 PR08 CO01 CO02 Configuration CO03 Management CO04 CO05 CH01 CH02 CH03 CH04 CH05 CH06 CH07 CH08 EN01

Change Management

Percentaje of incidents incorrectly assigned Average time to resolve incidents Percentaje of calls that are Service Request Percentaje of proactively resolved incidents Percentaje of incidents resolved within target time by priority Average cost of incident resolution Porcentaje de incidencias reclamadas Number of open problems Number of active workarounds Number of problems closed Number of incidents resolved by Know Errors (average) Number totoal of Konwn Errors in the problem database at the enn of the period Number of RFCs raised by proactive Problem Management Average time to close a problem Average cost of solving a problem Number of unauthorized configurations Percentaje CIs audited succesfully Average of incidents due to a bad quality of the CMDB Average of CIs automated updating Average cost of CI management Percentaje of failed changes Percentaje of changes on time Percentaje of changes causing incidentes Number of Changes Average of Changes correctives Number of Emergency Changes Average change cost of correctives Average change cost evolutives Installed software packages not in DSL

EN02 Number of incidentes caused by release EN03 Percentaje of releases on time EN04 Number of untested releases EN05 Average of releases roll-out automatically EN06 Average cost of release 139077899.xls.ms_office Encuesta SS 4 Release Management

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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 Manager

support contracts
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 CM02 Ratio capacity disk used CM03 Porcentaje de presupuesto gastado en compras

Capacity Management

Service Continuity Management

urgentes sobre el presupuesto planificado DR01 Percentaje of services covered by IT Service Continuity (ITSC) plan DR02 Delay in ITSC plan completion/update DR03 Delay in ITSC test date FI01 Percentaje of services with detailed cost accounting
FI02 FI03

Percentaje of accurary of the last financial forecast Peso del presupuesto inversin / presupuesto total Coste por unidad de potencia de proceso Coste por unidad de almacenamiento

Financial Management

FI04 FI05 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 Availability Management

terceras partes
AM03 MTBF(Mean Time Between systems Fails) AM04 MTTR (Mean Tiem To Repair "downtime", Mean Time

To Restore),
AM05 Number of repeat failures

139077899.xls.ms_office Encuesta SD

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