Definitive Guide to ITIL KPIs (Including 4 Examples)

What is csf and kpi?

ITIL KPIs are an important part of any successful IT service management system. They help to measure the performance of IT services, provide feedback to stakeholders and ensure that the IT service is meeting customer expectations. ITIL KPIs should include a mix of qualitative and quantitative metrics that measure the performance of IT services and inform decisions about resource allocation and service improvement. Understanding and measuring KPIs effectively is essential for optimizing IT service performance and delivering the best customer experience. This blog post will provide an overview of ITIL KPIs and discuss best practices for setting and measuring them. Additionally, we will discuss how to use the key performance indicators to inform decision-making and ensure that IT service delivery is meeting customer expectations.

ITIL Metrics: Service Delivery Metrics & KPI Best Practices

What aspects of business can benefit from ITIL KPIs?

Although the ITIL framework was created specifically for IT service providers, customer-facing departments may also use ITIL KPIs and customer success factors (CSFs). The goals of a business are typically aligned with process-oriented ITIL KPIs, which emphasize providing customers with a positive experience. Customer service departments, dispute resolution centers, and IT resolution centers can all benefit from using ITIL KPIs. Additionally, using ITIL CSFs can increase customer satisfaction rates for a business and enhance how customers view all customer-focused departments in general.

What is ITIL?

For IT departments, the information technology infrastructure library (ITIL) is a framework that places an emphasis on workflow effectiveness. Additionally, it offers them fundamental key performance indicators (KPIs) that they can use to improve the effectiveness of their customer interactions. The ITIL framework typically coordinates an IT department’s activities with a business’s overarching objectives. The framework has also released a number of recommendations, implementation plans, and certifications to assist businesses in operating efficiently and raising customer satisfaction levels.


A company can use an ITIL KPI, which is a quantitative metric, to assess its performance and determine the level of customer satisfaction with a project or process. For illustration, an ITIL KPI could track customer satisfaction by counting the number of calls customers make to report problems with a good or service.

A CSF, in contrast, reveals what customers need and want and focuses on the reasons why a company’s success occurred. This can assist you in figuring out how to enhance your good or service to benefit clients or customers. Utilizing both KPIs and CSFs can improve a business’s overall performance.

4 examples of ITIL KPIs

It’s important to take into account a company’s current client relations workflow and any standard operating procedures that the client support staff at the company adheres to when choosing which of the ITIL framework’s KPIs best suits its needs. You can consider which KPIs are relevant to the requirements of your department. Four typical ITIL KPIs are listed below, along with examples for each.

1. Number of total problems

This metric can assist you in pinpointing areas where you or your team can enhance the customer experience. The most effective way to monitor this KPI is to count the number of issues that clients or customers report. To assist you in resolving issues in the future, you can also keep track of the stage of the product or service the customer had a problem with. You can make wise hiring, operational, and workflow adjustments by using this ITIL KPI. By updating your current resolution process, you can also focus on the needs of your customers.

Example: A customer calls a hotline for IT support and reports that their mobile hotspot isn’t working properly. The representative who placed the call to your department after this client spoke with another representative For the management team to conduct further research on how the employee resolved the issue, you can access the client’s information, hear a recording of their initial call to the hardware support team, and create a report on the tracking platform. Future training and better call center employee scripts may be the result of this.

2. Number of unresolved problems

This ITIL KPI’s main objective is to monitor instances where a company’s customer service team responds to customer inquiries. This can assist the team in troubleshooting upcoming issues and assist management in lowering the frequency of issues. Businesses can gain insight into where the issues are occurring and reduce risk factors by tracking this metric by department.

Example: A customer calls a company’s customer service department to ask why their mobile phone’s camera isn’t working. The customer service agent suggests the client speak to someone in person at a nearby branch after the client has spoken to three team members. The client thanks you for working to assist them. When the call is not resolved, the representative logs it in their management system and informs their supervisor for reporting purposes. The team discusses future technical issue resolution strategies at their subsequent meeting.

3. Mean time to resolve (MTTR)

This ITIL KPI measures the rates of closed client calls, or the proportion of calls about conflicts that have been resolved by customer service agents. The management team can see the MTTR to see how long it typically takes for representatives to resolve issues. This metric includes all calls, from lengthy, intensive calls to inquiries that are quickly resolved. Additionally, it encourages agents to address every issue a client or customer brings up before hanging up the phone, which can enhance the customer experience.

For instance, Annies Phone Service’s management team wants to raise client satisfaction levels in the upcoming quarter. When the team reviews the ITIL KPIs for the company, they see that the MTTR is 20 minutes, which suggests that the customer service team might benefit from additional training to perform their jobs more effectively. The management team encourages customer service representatives to ensure that clients and customers have a positive experience with the business by providing training in this area. The MTTR for the customer service teams is 10 minutes by the end of the following quarter.

4. Average hold time

Average hold time is an ITIL KPI that can show whether a client or customer had a good experience. This KPI may be impacted by the number of employees who are available to take calls, as having more available customer service agents typically results in shorter wait times for callers. Monitoring this KPI can assist your team in streamlining its operations and raising customer satisfaction levels for the business. Additionally, it can assist the management team in identifying problem areas and resolving them by hiring more people, modifying the procedure for resolving customer disputes, and changing workflow.

Example: Customers calling Green Street Internet’s customer service department this quarter to ask for help with a problem have increased. The KPI framework has been reviewed by management, and they have decided to look at the KPI for average hold time. The management team notices a 30-minute average increase in hold time after reviewing the KPI records, which is 10 minutes longer than the prior quarter.

This increase in hold time happened as a result of the company hiring a large number of new workers who might take longer to finish calls and use longer than usual hold times as they address customer issues. The management team can assess this KPI to determine whether effective staff training is necessary.


What are the 5 key performance indicators?

What Are the 5 Key Performance Indicators?
  • Revenue growth.
  • Revenue per client.
  • Profit margin.
  • Client retention rate.
  • Customer satisfaction.

What are the 4 main KPIs?

So, if you’re looking for relevant and meaningful KPIs, just start with financial performance, employee satisfaction, internal process quality, and customer satisfaction.

What are the 7 key performance indicators?

We’ve defined seven key critical performance indicators to help you go about measuring performance in your team.
  • Engagement. How happy and engaged is the employee? …
  • Energy. …
  • Influence. …
  • Quality. …
  • People skills. …
  • Technical ability. …
  • Results.

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