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Process Process Effectiveness Efficiency
Group
Service Service Level Increase in agreed Service Level Requirements Increase in SLA reviews conducted on time
Delivery Management Increase in achieved SLA targets Increase in aligned OLAs and contracts
Increase in accurate Service Catalog entries Increase in monitoring and reporting of SLA targets
Capacity Decrease in capacity-related incidents Decrease in emergency capacity purchases
Management Increase in accurate capacity/cost forecasts Increase of performance monitoring and reporting
Increase in timely capacity upgrades Increase of change impact analyses related to capacity
Service Availability Increase in end-to- end service availability Increase in testing after major changes
and Continuity Increase in identified and managed risks Decrease in time to perform risk analyses
Management Decrease in the cost of unavailability Increased accuracy of the continuity plans
Information Increase in conformance to security policies Decrease in time to detect security incidents
Security Increase in risk identification and management Increase in security monitoring and reporting
Management Decrease in security incidents Increase in change impact analyses related to security
Budgeting and Increase in accuracy of budgets and costs Decreased time to prepare accurate budgets
Accounting for IT Increase in number of costed services Decrease in time needed to cost services
Services Increase in fair allocation of indirect costs Increase in monitoring and reporting costs against budget
Service Reporting Increase in timely and accurate reports Decrease in time to produce meaningful reports
Increase in management use of service reports Increase in number of clearly described reports
Control Change Decrease in change-related incidents Decrease in time to process Requests for Change
Processes Management Decrease in unauthorized changes Decrease in emergency changes
Decrease in backed-out changes Increase in post-implementation reviews
Configuration Increase in service quality from accurate CI Decrease in CMDB errors
Management information Decrease in time needed to audit the CMDB
Increase in successfully audited CI records Decrease in backlog of CMDB modifications
Increase in CIs under change control
©2021 ITSM Academy www.itsmacademy.com +1-954-491-3442
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Process Process Effectiveness Efficiency
Group
Relationship Business Increase in customer satisfaction Increase in timely service reviews
Processes Relationship Increase in satisfactory complaint resolutions Increase in documented stakeholders and customers
Management Increase in actions taken from customer Increase in assigned Business Relationship managers
satisfaction surveys
Supplier Increase in contracts aligned to SLAs Increase in supplier performance monitoring and reports
Management Decrease in breaches resulting from suppliers Increase in timely contract reviews
Increase in satisfaction with supplier Increase in documented lead and subcontractor relationships
performance
Resolution Incident Decrease in average time to resolve incidents Increase in recorded incidents
Processes Management Increase in incidents resolved by the Service Increase in correct incident categorization and prioritization
Desk Decrease in reopened incidents
Increase in customer communication Increase in timely management reports
Problem Decrease in recurring incidents and problems Decrease in time to identify root cause and error correction
Management Increase in successful corrective changes Increase in problems identified through proactive activities
Increase in accurate Known Error information Decrease in number of unresolved Known Errors
Release Release Increase in successful and timely releases Increase in documented testing requirements
Processes Management Increase in Release Policy conformance Increase in releases with documented back out plans
Increase in cost-effective releases Increase in pre-release training and communication
©2021 ITSM Academy www.itsmacademy.com +1-954-491-3442
