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KPI Library
Navigate your organization to excellence with 15,468 KPIs at your fingertips.




Why use the KPI Library?

Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

This vast range of KPIs across various industries and functions offers the flexibility to tailor Performance Management and Measurement to the unique aspects of your organization, ensuring more precise monitoring and management.

Each KPI in the KPI Library includes 12 attributes:

  • KPI definition
  • Potential business insights [?]
  • Measurement approach/process [?]
  • Standard formula [?]
  • Trend analysis [?]
  • Diagnostic questions [?]
  • Actionable tips [?]
  • Visualization suggestions [?]
  • Risk warnings [?]
  • Tools & technologies [?]
  • Integration points [?]
  • Change impact [?]
It is designed to enhance Strategic Decision Making and Performance Management for executives and business leaders. Our KPI Library serves as a resource for identifying, understanding, and maintaining relevant competitive performance metrics.

Need KPIs for a function not listed? Email us at support@flevy.com.


We have 50 KPIs on ISO 20000 in our database. For ISO 20000, KPIs are essential to evaluate the performance and effectiveness of IT services management. They offer insights into service delivery, incident handling, and customer satisfaction, aiding in ensuring that IT services align with business needs and international best practices.

These KPIs help in identifying service bottlenecks, improving response times, and optimizing resource allocation. They also play a vital role in measuring the alignment of IT services with overall business objectives, ensuring that IT investments contribute to business growth. Furthermore, KPIs under ISO 20000 assist in demonstrating compliance with international standards, enhancing the organization's reputation for quality IT service management.

  Navigate your organization to excellence with 15,468 KPIs at your fingertips.
$99/year
KPI Definition Business Insights [?] Measurement Approach Standard Formula
Audit Compliance Rate

More Details

The percentage of compliance with internal and external audit requirements. Reflects the organization's adherence to internal and external standards, policies, and regulations, indicating areas requiring attention to avoid non-compliance risks. Percentage of audits passed versus total audits conducted. (Number of Successful Audits / Total Number of Audits) * 100
Capacity Utilization Rate

More Details

The percentage of the IT capacity that is being utilized compared to the total available capacity. Indicates how efficiently IT resources are being used and helps in planning for capacity scaling. Measures the actual usage of IT capacity against the maximum possible usage. (Total Used Capacity / Total Available Capacity) * 100
Change Lead Time

More Details

The average time from the initiation of a change to its implementation. Assesses the efficiency of the change management process, showing how quickly the IT team can respond to changing requirements. Tracks the time from the request for change until the change is fully implemented. Total Time Taken from Change Request to Implementation / Total Number of Changes
KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 50 KPIs under ISO 20000
  • 15,468 total KPIs (and growing)
  • 328 total KPI groups
  • 75 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.

Change Success Rate

More Details

The proportion of changes implemented successfully without causing disruptions or incidents. Shows the effectiveness of change management processes and helps in minimizing the risk of disruptions due to changes. Calculates the percentage of changes implemented successfully without causing incidents. (Number of Successful Changes / Total Number of Changes) * 100
Cost per Incident

More Details

The average cost associated with resolving each incident, including labor, resources, and overhead. Provides insights into the cost-efficiency of incident management and helps identify opportunities for cost optimization. Tracks the total cost associated with resolving each incident. Total Incident Management Costs / Total Number of Incidents
Cost per Service Request

More Details

The average cost incurred in fulfilling each service request. Indicates the efficiency and the financial impact of service request handling processes. Considers the total cost involved in fulfilling each service request. Total Service Request Fulfillment Costs / Total Number of Service Requests

In selecting the most appropriate ISO 20000 KPIs from our KPI Library for your organizational situation, keep in mind the following guiding principles:

  • Relevance: Choose KPIs that are closely linked to your Information Technology objectives and ISO 20000-level goals. If a KPI doesn't give you insight into your business objectives, it might not be relevant.
  • Actionability: The best KPIs are those that provide data that you can act upon. If you can't change your strategy based on the KPI, it might not be practical.
  • Clarity: Ensure that each KPI is clear and understandable to all stakeholders. If people can't interpret the KPI easily, it won't be effective.
  • Timeliness: Select KPIs that provide timely data so that you can make decisions based on the most current information available.
  • Benchmarking: Choose KPIs that allow you to compare your ISO 20000 performance against industry standards or competitors.
  • Data Quality: The KPIs should be based on reliable and accurate data. If the data quality is poor, the KPIs will be misleading.
  • Balance: It's important to have a balanced set of KPIs that cover different aspects of the organization—e.g. financial, customer, process, learning, and growth perspectives.
  • Review Cycle: Select KPIs that can be reviewed and revised regularly. As your organization and the external environment change, so too should your KPIs.

It is also important to remember that the only constant is change—strategies evolve, markets experience disruptions, and organizational environments also change over time. Thus, in an ever-evolving business landscape, what was relevant yesterday may not be today, and this principle applies directly to KPIs. We should follow these guiding principles to ensure our KPIs are maintained properly:

  • Scheduled Reviews: Establish a regular schedule (e.g. quarterly or biannually) for reviewing your ISO 20000 KPIs. These reviews should be ingrained as a standard part of the business cycle, ensuring that KPIs are continually aligned with current business objectives and market conditions.
  • Inclusion of Cross-Functional Teams: Involve representatives from outside of ISO 20000 in the review process. This ensures that the KPIs are examined from multiple perspectives, encompassing the full scope of the business and its environment. Diverse input can highlight unforeseen impacts or opportunities that might be overlooked by a single department.
  • Analysis of Historical Data Trends: During reviews, analyze historical data trends to determine the accuracy and relevance of each KPI. This analysis can reveal whether KPIs are consistently providing valuable insights and driving the intended actions, or if they have become outdated or less impactful.
  • Consideration of External Changes: Factor in external changes such as market shifts, economic fluctuations, technological advancements, and competitive landscape changes. KPIs must be dynamic enough to reflect these external factors, which can significantly influence business operations and strategy.
  • Alignment with Strategic Shifts: As organizational strategies evolve, evaluate the impact on Information Technology and ISO 20000. Consider whether the ISO 20000 KPIs need to be adjusted to remain aligned with new directions. This may involve adding new ISO 20000 KPIs, phasing out ones that are no longer relevant, or modifying existing ones to better reflect the current strategic focus.
  • Feedback Mechanisms: Implement a feedback mechanism where employees can report challenges and observations related to KPIs. Frontline insights are crucial as they can provide real-world feedback on the practicality and impact of KPIs.
  • Technology and Tools for Real-Time Analysis: Utilize advanced analytics tools and business intelligence software that can provide real-time data and predictive analytics. This technology aids in quicker identification of trends and potential areas for KPI adjustment.
  • Documentation and Communication: Ensure that any changes to the ISO 20000 KPIs are well-documented and communicated across the organization. This maintains clarity and ensures that all team members are working towards the same objectives with a clear understanding of what needs to be measured and why.

By systematically reviewing and adjusting our ISO 20000 KPIs, we can ensure that your organization's decision-making is always supported by the most relevant and actionable data, keeping the organization agile and aligned with its evolving strategic objectives.

KPI Library
$99/year

Navigate your organization to excellence with 15,468 KPIs at your fingertips.


Subscribe to the KPI Library

CORE BENEFITS

  • 50 KPIs under ISO 20000
  • 15,468 total KPIs (and growing)
  • 328 total KPI groups
  • 75 industry-specific KPI groups
  • 12 attributes per KPI
  • Full access (no viewing limits or restrictions)

FlevyPro and Stream subscribers also receive access to the KPI Library. You can login to Flevy here.




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