common KPIs

[ashleywissinger]

What are some common IT Operations KPIs that you track? Which do you find to be the most useful?

[dravvyramlochun · Accepted solution]

Hello ashleywissinger

ITSM KPIs

KPI	Description
% of high priority incidents resolved Note: In some environments, this KPI may require further configuration to retrieve resolved incident data.	[Number of priority 0 (P0) and priority 1 (P1) incidents resolved during the month] / [Total number of incidents resolved during the same month] Incident count is generated from the Incident table Note: The definition of P0 and P1 incidents is likely to vary per participant. Your P0 and P1 incidents may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
Average time to resolve a high priority incidentNote: In some environments, this KPI may require further configuration to retrieve resolved incident data.	[Sum of the duration of all high priority incidents resolved during the month] /[Total number of high priority incidents resolved during the same month] Duration is the length of time from creation to resolution High priority incidents include priority 0 (P0) and priority 1 (P1)
Average time to resolve an incidentNote: In some environments, this KPI may require further configuration to retrieve resolved incident data.	[Sum of the duration of all incidents resolved during the month] /[Total number of incidents resolved during the same month] Duration is the length of time from creation to resolution
% of incidents resolved on first assignmentNote: In some environments, this KPI may require further configuration to retrieve resolved incident data.	[Number of incidents resolved on first assignment during the month] /[Total number of incidents resolved during the same month] First assignment is when the Reassignment Count field is 0 for the incident
Number of incidents created per user	Number of incidents per user created during the month Global value is the average of all participating customers per user

KPI	Description
% of high priority problems	[Number of high priority problems closed during the month] /[Total number of problems closed during the same month] High priority problems include priority 0 (P0) and priority 1 (P1)
Average time to close a problem	[Sum of the duration of all problems closed during the month] /[Total number of problems closed during the same month] Duration is the length of time from creating to closure

KPI	Description
% of emergency changes	[Number of emergency changes closed during the month] /[Total number of all changes closed during the same month] All changes include standard, normal, and emergency
Average time to close a change type	[Sum of the duration of all changes closed during the month] /[Total number of all changes closed during the same month] Duration is the length of time from creating to closure All changes include standard, normal, and emergency

KPI	Description
Average time to fulfill a request	[Sum of the duration for Service Catalog requests fulfilled during the month] /[Total number of Service Catalog requests fulfilled in the same month] Duration is the length of time from creation to closure Number of Service Catalog requests fulfilled is the count of the number of records in the sc_req_item table which were closed within a month
% of closed requests with breached SLAs	[Number of closed requests with breached SLAs during the month] /[Total number of closed requests during the same month] Breached SLAs are calculated from the task_sla table for requests closed during the month
Number of requests created per user	Number of requests per user created during the month

KPI	Description
Number of knowledge articles views per user	Number of knowledge article views per user during the month Knowledge base views are generated from the sys_view_count table Global value is the average of all participating customers per user

ITOM KPIs

KPI	Description
% of duplicate CIs	[Number of duplicate CIs during the month] /[Total number of CIs during the same month] Duplicate CIs are calculated using the cmdb_health_scorecard table. Note: The definition of duplicate CIs is likely to vary per participant. Your duplicate CIs definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
% of non-compliant CIs	[Number of CI audit failures during the month] /[Total number of CIs audited during the same month] Non-compliant CIs are calculated using the cmdb_health_scorecard table. Note: The definition of CI compliance audits is likely to vary per participant. Your CI compliance audit definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.
% of stale CIs	[Number of stale CIs during the month] /[Total number of CIs during the same month] Stale CIs are calculated using the cmdb_health_scorecard table. Note: The definition of stale CIs is likely to vary per participant. Your stale CIs definition may or may not be similar to those of others. For comparison, the metrics provided in this report represent the average of all participants.

Please have a look at :

Benchmark KPIs

Benchmarks release notes

KPI Reports - ServiceNow Wiki

Performance Analytics and Reporting

[ashleywissinger]

Thank you!

[dravvyramlochun]

Hello ashleywissinger ,

I am glad I was able to help.

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

If you are viewing this from the community inbox you will not see the correct answer button.   If so, please review https://community.servicenow.com/docs/DOC-5601 From Inbox View.

[Dave Smith1]

Ashley Wissinger wrote:

What are some common IT Operations KPIs that you track? Which do you find to be the most useful?

For what it's worth, in the past when I've been asked a similar question, my response was: "what metrics are important to you, and what do they tell you?"

From there, we discuss CSFs, KPIs, reports and alerts.   But I wouldn't spring KPIs onto someone without them determining what was important to them.