13. Critical Success Factors and Key Performance Indicators PROGRESS INDICATORS TYPE CSF/KPI Potential Sources Norms Calculation QuaLitative Value, Interval or Performance, QuaNititative Quality or Compliance CSF #1 An accurate service catalog. KPI 1.1 Increase in 1.1.1 of all services 100% versus Yearly QuaNtitative Value number of services recorded in service catalog 0% recorded and versus count of all live OIT managed within the services. service catalog as a 1.1.2 Count of all services 100% versus Yearly QuaNtitative Value percentage of those recorded in service catalog 0% being delivered and versus count of functions transitioned in the (listed as services, but actually live environment. a function of a service) in the service catalog. KPI 1.2 Percentage 1.2.1 ITSM tool, Lower Weekly QuaNtitative Compliance, reduction in the user/customer tickets that are percentage Performance number of variances logged or escalated, over time detected between requesting or logging updates the information made to the service catalog. contained within the 1.2.2 Service catalog review 100% Yearly QuaNtitative Compliance, service catalog and by service owners answers accuracy in Performance the 'real-world' the question, "Is this service service situation. index an accurate portrayal of catalog what is happening in the real versus 0% world of this service?" listed by service owners CSF #2 Student/staff/faculty awareness of the services being provided.
13. Critical Success Factors and Key Performance Indicators PROGRESS INDICATORS TYPE CSF/KPI Potential Sources Norms Calculation Interval QuaLitative or QuaNititative Value, Performance, Quality or Compliance CSF #1 An accurate service catalog. KPI 1.1 Increase in number of services recorded and managed within the service catalog as a percentage of those being delivered and transitioned in the live environment. 1.1.1 of all services recorded in service catalog versus count of all live OIT services. 100% versus 0% Yearly QuaNtitative Value 1.1.2 Count of all services recorded in service catalog versus count of functions (listed as services, but actually a function of a service) in the service catalog. 100% versus 0% Yearly QuaNtitative Value KPI 1.2 Percentage reduction in the number of variances detected between the information contained within the service catalog and the 'real-world' situation. 1.2.1 ITSM tool, user/customer tickets that are logged or escalated, requesting or logging updates made to the service catalog. Lower percentage over time Weekly QuaNtitative Compliance, Performance 1.2.2 Service catalog review by service owners answers the question, "Is this service index an accurate portrayal of what is happening in the real world of this service?" 100% accuracy in service catalog versus 0% listed by service owners Yearly QuaNtitative Compliance, Performance CSF #2 Student/staff/faculty awareness of the services being provided.
SCMProcessDescription_Final.docx