KPI 2.1 Percentage 2.1.1 ITSM tool, Lower Weekly QuaNtitative Performance increase in user/customer tickets that are percentage completeness of the logged or escalated, over time customer-facing requesting or logging updates views of the service made to the service catalog. catalog against 2.1.2 Survey of Increase Yearly QuaLtitative Performance, operational services. service catalog percentage Compliance Clear separation users/customers "Are you over time between finding the and information in each and is the supporting services. information appropriately Complete separated?" service 2.1.3 Survey of supporting Increase Yearly QuaLtitative Performance, information is services "Are percentage Compliance timely, credible, you finding the over time accurate, accessible, information in each and is the sustainable, and information appropriately supported. separated?" 2.1.4 Service catalog review 100% Yearly QuaLtitative Quality, by service owners, answers complete Compliance the question, "Is this service service complete? If not, what needs catalog to happen to make it complete?" 2.1.5 Count of all Confirmation Yearly QuaNtitative Compliance services versus that all supporting services. services listed are correctly categorized between and supporting.. KPI 2.2 Percentage 2.2.1 ITSM tool, Lower Weekly QuaNtitative Value, decrease in user/customer tickets that are percentage Quality
KPI 2.1 Percentage increase in completeness of the customer-facing views of the service catalog against operational services. Clear separation between and supporting services. Complete service information is timely, credible, accurate, accessible, sustainable, and supported. 2.1.1 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 Performance 2.1.2 Survey of service catalog users/customers "Are you finding the information in each and is the information appropriately separated?" Increase percentage over time Yearly QuaLtitative Performance, Compliance 2.1.3 Survey of supporting services "Are you finding the information in each and is the information appropriately separated?" Increase percentage over time Yearly QuaLtitative Performance, Compliance 2.1.4 Service catalog review by service owners, answers the question, "Is this service complete? If not, what needs to happen to make it complete?" 100% complete service catalog Yearly QuaLtitative Quality, Compliance 2.1.5 Count of all services versus supporting services. Confirmation that all services listed are correctly categorized between and supporting.. Yearly QuaNtitative Compliance KPI 2.2 Percentage decrease in 2.2.1 ITSM tool, user/customer tickets that are Lower percentage Weekly QuaNtitative Value, Quality
SCMProcessDescription_Final.docx