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ITIL :: View topic - KPIs vs Metrics
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KPIs vs Metrics

 
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Gav
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Joined: Nov 16, 2004
Posts: 24
Location: Australia

PostPosted: Mon Feb 22, 2010 2:33 pm    Post subject: KPIs vs Metrics Reply with quote

Hi everyone, can I get concensus on the following text I want to use in my doco?

Thanks


A metric is any standard of measurement - number of incidents logged, average time to log an incident, percentage of incidents resolved within agreed timeframes etc. Metrics can also contain target measurements such as Incident handoff to resolver groups within 10 mins these are all valid metrics.

KPIs and Metrics are often confused because KPIs are also metrics. However KPIs are specifically chosen metrics that best measure performance. So the difference is only in its purpose.

An organisation may have many metrics, but should only have a few KPIs.
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tolman101
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Joined: Sep 26, 2005
Posts: 44
Location: Sweden

PostPosted: Wed Feb 24, 2010 6:04 am    Post subject: Reply with quote

Gav,

Concensus from who? People on this forum or people within your organisation?

What is your document and its purpose?

It sounds like all of your metrics are aimed at figuring out the performance of the process which would make them KPI's.

Just measure what you think is important for restoring services asap and don't get caught up in the semantics discussion.
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Wed Feb 24, 2010 11:54 am    Post subject: Reply with quote

Hi,

My understanding is that KPIs are derivatives of metrics.
For example, Change Success Rate (a KPI) is derived from number of a changes successfully implemented (a metric).
Please refer to the ITIL Library

Cheers,
Asril
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SwissTony
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Joined: Feb 26, 2009
Posts: 118
Location: Geneva

PostPosted: Wed Feb 24, 2010 11:30 pm    Post subject: Reply with quote

A metric is merely something that is measured & reported. Therefore a KPI is also a metric, just given a specific name, same as CSF.

Smile
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Gav
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Joined: Nov 16, 2004
Posts: 24
Location: Australia

PostPosted: Fri Feb 26, 2010 1:22 pm    Post subject: Reply with quote

OK thanks.

Yeh my document is process definition related, so I am trying to resolve the concept and as it has always been a grey area for me, I just wanted some opinions from the community on what I thought KPIs and Metrics meant to each other.

I think i can move forward with these thoughts though. Thanks again.
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