Top-KPI-Report-Cover-2011-2012-IT-Service-MangementMay 21, 2013, Melbourne, Australia – The KPI Institute, the global authority on Key Performance Indicators (KPIs) research and education announces the launch of a new report in its 2011-2012 edition of its popular Top 25 series of reports. The series is based on research conducted through, which contains over 20,000 Key Performance Indicator examples, making it the world’s largest source of thoroughly documented KPIs.

Service Management is an IT subcategory, being process-focused and centered on the perspective the customer has regarding the IT contribution to his business. KPIs in this field refer to the services and the support offered by IT within the company and towards the clients, covering their needs and requirements through an appropriate mix of people, processes and information technology.

The “Top 25 Service Management KPIs of 2011-2012” report provides insights in the state of Service Management KPIs performance measurement today by listing and analyzing the most visited KPIs out of the more than 100 KPIs in this category on in 2011-2012. In addition to KPI names, the report contains a detailed description of each KPI, as documented in smartKPIs Premium. Service Management KPIs are reflective of Service Management functions, and are grouped into subcategories, such as Resolution Promptness, IT Incidents, Services Availability, Infrastructure Reliability and IT Costs. From these subcategories, Resolution Promptness was the most popular of Service Management, in 2011. The most popular five indicators in this functional area were the following:

  1. # Time for service request fulfillment
  2. # Configuration Item (CI) attribute errors found in CMDB
  3. % First line resolution of service request
  4. # Time to provision (MTTP)
  5. % Timely production of management reports

By discussing the use of KPIs today, presenting the best practice in documenting them and listing the most popular KPIs of 2011, the “Top 25 Service Management KPIs of 2011-2012 report is a valuable resource in promoting the informed use of KPIs or refreshing the existing performance measurement and management practice in any organization.

According to Aurel Brudan, The KPI Institute’s CEO, “The Top 25 Service Management KPIs of 2011-2012 report is a synthesis of what is all about: it provides an overview of how Service Management KPIs are used in practice today, by combining input from the online community with analysis and insights from our research team.”

ABOUT SMARTKPIS.COM is the leading online platform for performance management knowledge integration, hosting the largest database of thoroughly documented KPI examples available on the web today. It offers high quality resources and collaboration functionality for the community of members, assisting them in making smart decisions regarding their performance management initiatives. Registration is free and enables research, learning and interaction as part of a growing community of members from over 190 countries and territories.


The KPI Institute is a research, publishing and educational provider specialized in developing better practice in the use of KPIs. It developed the KPI Management Framework and runs five main research programs, dedicated to performance management, the Balanced Scorecard, KPIs, analytics and organizational strategy. Over the last 8 years, The Institute assisted over 5,000 organizations in finding solutions to their KPI needs.

Media contact

Cipriana Turcanu, The KPI Institute, Tel: +61 3 9670 2979, Email: [email protected]

The KPI Institute May 21st, 2013 Research Tags: , , ,