Key Performance Indicator (KPI)

A Key Performance Indicator (KPI) is a performance metric used in ITSM to make the efficiency and quality of processes such as Incident or Change Management measurable.

Typical ITSM KPIs include the first contact resolution rate, mean time to resolution and SLA compliance. Suitable ITSM software helps to manage such processes centrally and document them traceably.

See also: Service Level Agreement, Service Level Management and First Contact Resolution.