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KPI

A Key Performance Indicator can be used to monitor process instances and thus to apply SLA (Service Level Agreement) conditions and their consequences.

Key Performance Indicators are used to assess if the processes of an IT organization are running according to expectations. With KPIs it is possible to determine and measure specific indicators in order to determine the quality of processes.

ITIL 2011 provides sets of suggested ITIL Key Performance Indicators. Using these recommendations and Valuemation BPM functionality it is possible to prepare standardized processes tailored to the customer needs.

USU Valuemation Analytics reporting and dashboards provide predefined KPIs (measures and dimensions) for different ITIL processes such as Service Asset and Configuration Management, Change Management, Incident Management, etc.

See also the 'Glossary' topic.

In This Chapter

Defining KPI

Calculation of duration based on Valuemation Calendar

Evaluating KPI by Process Interpreter

Reporting KPI Charts

See Also

Process Creation

Create a Process

Create a Data Type

Create a Building Block

Create a Node Type

Define a Data Object

Create a Lane

Define Phases

Debugging

Monitoring

Deployment