Top 25 Service Management 2011-2012

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The Top 25 Service Management KPIs of 2011 - 2012 report contains a thorough analysis on the most popular Service Management KPIs in 2011-2012, selected by the number of views they received from the community.

About Service Management as a Functional Area

IT-Service Management is a process-focused subcategory, centered on customer';s perspective of the IT';s contribution to the business. KPIs in IT Service Management refer to the support and services offered by IT within the company and towards its clients, in terms of covering needs and requirements.

Sales sub-categories on are:

  • Resolution Promptness;
  • IT Incidents;
  • Services Availability;
  • Infrastructure Reliability;
  • IT Costs. 

Provides essential information on the top 25 KPIs of 2011-2012 which are necessary for assessing and optimizing your performance in the Service Management sector. The top five KPIs are:

# Time for service request fulfillment

# Configuration Item (CI) attribute errors found in CMDB

% First line resolution of service request # Time to provision (MTTP)

% Timely production of management reports

  • Category: Research reports
  • Product ID: sK0128381
  • Publication date: November 1, 2012
  • File format: PDF
  • Download size: 12.2 MB
  • Pages: 76

Table of contents

  • Executive Summary
  • About Key Performance Indicators (KPIs)
  • KPIs ... Naturally
  • Community Profile
  • 2011-2012 Functional Areas Taxonomy
  • 2011-2012 Industries Taxonomy
  • KPI Documentation form Explained
  • Service Management as a Functional Area
  • Top 25 Service Management KPIs of 2011-2012 List
  • Appendix A: Related Reports
  • Appendix B: Training courses
  • Appendix C: Advisory services
  • Appendix D: Technology solutions
  • Appendix E: Glossary of terms

"The content was clear, concise and to the point. Successfully organized and easy to understand."

Organizational Development, Zeler & Company, Greece

"The content was satisfactory and up to mark."

Supervisor, Planning & Efficiency, Power and Water Utility Company for Jubail and Yanbu, Saudi Arabia

"The material was very useful and it helped me to better understand KPIs aspects: how to be created, applied, used by pushing the team forward for their maximum performance."

Raw Materials Sales Manager, Arabian Agricultural Services Company, Saudi Arabia

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