In modern IT service management (ITSM), it is no longer enough to simply establish processes—they must also be effective. But how can you tell? The answer lies in clearly defined key performance indicators (KPIs). Used correctly, they make the difference between mere process documentation and real business value.
But not every figure is automatically meaningful. The key question is: Which KPIs really say something about quality, efficiency, and customer satisfaction—and how can they be managed effectively?
Why key figures in ITSM are more than just statistics
KPIs provide guidance. They help teams evaluate processes, drive improvements, and present performance transparently. At the same time, they provide managers with a solid basis for decision-making. But this requires relevant, context-specific, and understandable metrics—not just "more numbers."
The best KPIs in service management...
- are derived from the company's strategic objectives
- focus on the added value for the customer
- promote continuous improvement
- are comprehensible and regularly measurable
What matters: KPIs that really count
Within the framework of ITIL® 4 – the globally recognized framework for modern ITSM – are Value creation and user orientation . Accordingly, the relevant KPIs are also changing: away from purely technical metrics and toward service-oriented key figures.
Examples of meaningful KPIs:
| KPI | significance | benefit |
|---|---|---|
| First contact resolution rate | Percentage of inquiries resolved directly upon initial contact | Measurement of efficiency and customer satisfaction |
| Mean time to resolve (MTTR) | Average time to resolve an issue | Indicator of responsiveness and problem-solving ability |
| Service Availability | Availability of critical services during the agreed period | Statement on stability and reliability |
| Customer Satisfaction Score (CSAT) | User feedback after completing a request | Shows directly how customers experience the service |
| Success rate of change | Percentage of successful changes without follow-up incidents | Measures process quality and risk management |
Important: KPIs are only valuable if they are regularly reviewed, discussed with the team, and adapted to changes.
Systematic measurement: KPIs embedded in ITIL 4
ITIL 4 helps organizations define key performance indicators not in isolation, but in connection with goals and practices. Every practice—from incident management to service development—can be evaluated using specific KPIs. This provides a holistic picture of performance, potential, and risks.
The focus is always on service: How does a KPI help maximize the benefit for the customer?
Recommended reading
Read the previous article to find out how ITIL 4 not only documents processes, but also makes them tangible:
Proactive instead of reactive: How ITIL 4 addresses problems early on
Training tip: ITIL 4 Foundation Training at SERVIEW
Understanding, utilizing, and specifically improving KPIs.
In the ITIL 4 Foundation training at SERVIEW, you will learn how service management can be not only process-driven, but also measurably effective. Discover how to define appropriate key performance indicators, interpret them correctly, and use them to achieve real improvements.
