What do key performance indicators (KPIs) measure in ITIL 4?

Key Performance Indicators (KPIs) in ITIL 4 are designed to measure the success of an organization in meeting its objectives. They provide a quantifiable metric that reflects how effectively an organization is achieving its goals, particularly those related to service management and delivery. By aligning KPIs with strategic objectives, organizations can assess performance, make informed decisions, and implement improvements where necessary.

In the context of ITIL 4, KPIs can encompass various aspects of service delivery, such as efficiency, effectiveness, customer satisfaction, and overall service quality. They help ensure that an organization remains aligned with its intended outcomes and can adapt to changing circumstances by tracking progress against these defined goals. This focus on meeting objectives aligns with the overall purpose of ITIL to facilitate continuous improvement in organizational performance and service management practices.

While customer satisfaction levels, financial costs of services, and staffing numbers can contribute to gauging performance, they are specific areas of measurement rather than overarching indicators of the organization’s success in meeting its broader objectives.